text:
Are you...?
If yes, click here to login.
BBB Accredited Business since
The Grange Mutual Casualty Group of Insurance CompaniesFind a Location
Phone: (614) 445-3450 View Additional Phone Numbers 671 S High St, Columbus, OH 43206 http://www.grangeinsurance.com
1 of 1 images | See All Images >>
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Grange Insurance partners with local independent insurance agents to offer auto, home, life and business insurance protection throughout the Midwest and Southeast regions. Together with its affiliate company, Integrity Insurance, Grange serves policyholders across 13 states: Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia
and Wisconsin.
Grange Insurance (The Grange Mutual Casualty Group) includes: Grange Mutual Casualty Co., Grange Property & Casualty Insurance Co., Trustgard Insurance Co., Grange Indemnity Insurance Co., Grange Insurance Co. of Michigan, Grange Life Insurance Co., Integrity Mutual Insurance Co., and Integrity Property & Casualty Co.
BBB maintains separate Business Reviews on Integrity Insurance and independent agents which would be available at http://www.bbb.org/us/.
View Business Review Inquiries
The Grange Mutual Casualty Group of Insurance Companies has had their Business Review viewed 507 time(s) over the last 40 days. Click to view where these inquiries originated.
BBB Accreditation
A BBB Accredited Business since
BBB has determined that The Grange Mutual Casualty Group of Insurance Companies meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for The Grange Mutual Casualty Group of Insurance Companies include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 48 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Industry Ratings Comparison | Chart
Customer Complaints Summary Read complaint details
|Complaint Type
|Total Closed Complaints
|Advertising/Sales Issues
|Billing/Collection Issues
|Delivery Issues
|Guarantee/Warranty Issues
|Problems with Product/Service
|Total Closed Complaints
Read Complaints |
| BBB Complaint Process |
File a Complaint against The Grange Mutual Casualty Group of Insurance Companies
See Trends in Complaints on The Grange Mutual Casualty Group of Insurance Companies | View Complaints Summary by Resolution Pie Chart on The Grange Mutual Casualty Group of Insurance Companies Complaint Type Pie Chart: Overview
Customer Reviews Summary Read customer reviews
|Customer Experience
|Total Customer Reviews
|Positive Experience
|Neutral Experience
|Negative Experience
|Total Customer Reviews
Read Customer Reviews | Submit a Customer Review | See Trends in Customer Reviews on The Grange Mutual Casualty Group of Insurance Companies
Additional Information
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Ohio Department of Insurance
50 W. Town St. Third Floor - Suite 300, Columbus OH 43215
Phone Number: (614) 644-2658
Type of Entity
Business ManagementMr. John Ammendola, CEO Ms. Andrea Ensign, Exec. Legal Asst. Ms. Beth Murphy, CPCU, ARC, ARE, VP, Assistant General Counsel
Contact Information
Business Category
Insurance Companies Insurance - Auto Insurance - Homeowners Insurance - Life Insurance - Long Term Care Insurance - Rental Insurance - Liability Insurance - Property Insurance - Workers Compensation Insurance Services Insurance Services - Commercial Insurance - Employee Benefits
Alternate Business NamesGange Life Insurance Co. Grange Indemnity Insurance Company Grange Insurance Grange Insurance Agency, Inc.. Grange Insurance Company of Michigan Grange Life Insurance Company Grange Mutual Casualty Company Grange Mutual Companies Grange Mutual Insurance Grange Property & Casualty Insurance Company
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
Additional Locations
610 S Front St
Columbus, OH 43215 Directions
671 S High St
Columbus, OH 43206 (614) 445-3450 Directions
P.O Box 1218
Columbus, OH 43216
2 West Liberty Boulevard
Suite 140
Malvern, PA 19355 Directions
MANSFIELD, OH 44906 Directions
3700 Embassy Pkwy # 540
Akron, OH 44333 Directions
225 Pictoria Drive, Suite 700
Cincinnati, OH 45246 Directions
4300 Old Scioto Trail
Portsmouth, OH 45662 Directions
P O Box 740604
Cincinnati , OH 45274
400 Galleria Officentre Suite 115
Southfield , MI 48034 Directions
1700 Eastpoint Pkwy #250
Louisville , KY 40223 Directions
150 Thierman Ln.
Louisville, KY 40207 Directions
25 Century Blvd. Ste 101
Nashville, TN 37214 Directions
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Professional AffiliationsX
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Delivery
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
Thank you for your feedback!
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (800) 422-0550(Phone)
Find a LocationX
Change Location
Show Only Accredited Locations
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience
|Positive Review
|5 points per review
|Neutral Review
|3 points per review
|Negative Review
|1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Complaint Detail(s)
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Comprehensive claim was made on 5/1/2016 to Grange Insurance. Appraisal wrote up estimate on 5/12. Appraisal wrote up different type of model vehicle and did not list upgrade options/options that my vehicle has. Company declared vehicle a total loss with incorrect info. After extensive analyzing of the description and reporting that the appraisal wrote up. I discover that the vehicle is not a total loss. it's now 5/24, Insurance Company now states that the vehicle may have mechanic issues. This was not determined by any certified auto mechanic and insurance is assuming this. I told Insurance company that there are no mechanic issues and no supplement was reported. On the appraisal it did not state that there was any mechanical issues, so therefore there they can not declare the vehicle as a total loss. This is very unprofessional and time consuming. If they had did there job correctly in the first place and wrote the vehicle right we would have come to a conclusion that the car is not a total loss. The handling of the claim, Mike N*****, the adjuster was very dishonest and left a lot of the options of the vehicle out knowing that the options were there. I have proof of evidence with everything timestamp through email. I called his supervisor Shane and have left him numerous messages and yet have not received a call back from him. I also spoke with his corporate office Jon M**** and he brush me off back to Mike N*****. As of today manager still did not call back and nothing has been done.
Desired Settlement: I just want this to end. I want the insurance company to pay out for the auto body damages and that is it. I don't understand why this adjuster keeps wanting to have my vehicle totaled when it's not a total loss. This has been a total mess. I want what is owed to me and move on with my life. It's been over 3 weeks of dishonest people and dissatisfied customer service.
Business Response: ***********Thank you for the communication dated May 24, 2016 addressing the complaint of ***** ****. We resolved Ms. ****'s claim as she desired: we paid for the damages to her vehicle and the vehicle was not considered a total loss. Unfortunately, there were delays related to her body shop of choice raising concern over potential damage that would total her vehicle and due to the independent appraiser overlooking options needed in considering the value of her vehicle. Both issues were resolved and we apologize for the delays, but accurate information was needed to ensure the correct decision was being made in determining the handling of Ms. ****'s claim. If anything additional is needed or you would like to speak to me directly, please contact me at ###-###-#### or by email at **************************. Sincerely, Jon M**** *** –
Consumer Response:
Thank you for following up with me on this matter. Myself having 15 years of customer service experience, I would like to add that by far I had the worst customer service experience. If I had not analyze the report my vehicle would have been a total lost, and the vehicle would have been written up incorrectly. I can tell you on a daily basis I called the office just to find a update on this claim and recieve no answer. Even the operator Debbie was starting to recognize my voice. There deliver poor communication and no follow up. I would like to thank the BBB for helping me resolve this matter quickly.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I had to call in a claim 6 weeks ago & they are nickel & dimming me to not pay for the proper restoration of my home & as of today, 6 weeks after the incident, my home is still in disrepair. I had a toilet overflow while I was out of town for 3 days & it leaked won into my kitchen on the 1st floor & down into my daughters bedroom in the basement. I have to get hardwood floors refinished in the 1st floor, crown molding & door casing replaced in the kitchen, baseboard replaced in my bedroom & master bathroom, kitchen needs drywall repair, kitchen walls, ceiling & trim need painted, Master bathroom walls & trim painted, master bedroom walls & trim painted, basement bedroom ceiling times replaced & carpet & pad in both bedrooms. I had a contractor give me an estimate of $8,550 to repair everything, which wasn't an outrageous quote, & the insurance adjuster only estimated the claim to be $5,300. I pay about $750/mo to this company for all the coverage's I have with them & I can't even get my claim properly paid.
Desired Settlement: Correct the estimate to match my contractors estimate.
Business Response:
Thank you for allowing Grange Property & Casualty the opportunity to respond to Mr.
This claim was assigned to our claim representative, Mike P******* on March 7, 2016. Mr.
The inspection was completed on March 8, 2016 with Mr. ***** and a representative
The next day Mr. P******* received a call from the ***** *** **** General Manager who
The estimate provided by ***** ***** was a reasonable estimate for the repairs. Grange only is willing to cover $123 to paint my bathroom, walls & trim, This includes paint. My whole house is painted with Sherwin Williams Paint & it will cost me about $80 just for the paint in that bathroom which leaves me with $43 in labor to paint the bathroom. They only will cover 1 coat of paint in all of my rooms. This is the case with every line item in their estimate. They only have about $250 in the estimate for the drywall damage. I couldn't get a drywaller out here, as it will take them 3-4 trips, for $250 with the amount of drywall repair that is needed. My insurance agent, **** ******, reviewed an estimate, from ********* Insurance, from damages which occurred on his home a year ago for a waterline break & damage caused & every category was significantly higher than the estimate Grange Provided me. He also spoke to the head of this department at ********* & they explained their minimum pricing on things, etc, which was significantly higher than that of Grange. I've attached the estimate from 1 contractor & I'm getting another estimate from a 2nd contractor, which I should receive today or tomorrow.
Consumer Response:
I have attached the 2 estimates I've received to date. I am in the process of obtaining a 3rd.
Grange contacted a contractor, **** * ***** who I fired during the dry out process for multiple reasons, one of which was breaking my bed & causing me & my wife to sleep on the couch for a week, and asked them to provide an estimate based off of the estimate provided by Mr. P*******. **** * **** did not receive payment for their part in the dry out due to their incompetency which caused me to fire them & hire another company. If Grange believes this is a fair & accurate attempt to come to a resolution they are sadly mistaken. Grange's estimate was for $5,698.07, **** * **** was $6,440.46. My 2 contractors, one of which I've never met before, came in at $8,550 & $11,631. I will obtain the 3rd estimate & we will be in touch with regards to how we would like to proceed as far as the appraisal, etc. I've had my home taken apart for 2 months all because Grange has refused to pay a fair & reasonable contractor the rate which they are charging. My preferred contractor was the cheaper of the 2 estimates I received & I suspect the 3rd estimate will be higher than my preferred contractor as well.
Grange calling on a contractor I fired, one which they also refer to clients, to obtain an estimate where they did not receive payment for the work they completed is not only unethical but down right bad business. I find it VERY suspicious & disappointing that this company, who will ultimately lose about $750/month from me and also all of the business which I have referred to the agent who was writing many of these policies through them, would go to such extremes to be unreasonable & unfair with regards to paying their claims. I have never had an insurance claim in my life so this is my 1st experience & a very disappointing one at that.
Regards, ***** *****
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: My problem began right from the start I got a call from one of the adjusters from Grange Insurance. I was telling her where my car was, it was at place A and she stated that we have had problems with A in the past she had referred me to a place in Westland and in Farmington the Burbs if you will. The place my car was at was in Detroit. So to me the choice would me mine. I said "say no more" and wanted it to go to Farmington. I kept on getting the back-and-forth from Detroit to Farmington (phone calls) because my key was lost. Farmington said they never had It, just couldn't find it, never received it and did I have it. Detroit stated they did not have it and I KNOW I didn't. so the key is lost. To my understanding they can't tow it unless they have a key. So I had to go and give Detroit another key, The conversation with the Man there he stated that the Grange Insurance tow person was the last one who had my key. So the real issue is Grange has received the police report and contacted/notified the other Insured State Farm insurance co I received a letter from them stating: Dear ******* ****** we have completed our investigation of this accident. Based on the information gathered, we cannot make a payment under Limited Property Damage liability Coverage (commonly known as a mini-tort) for the following reason: Our investigation revealed that our insured is not substantially at fault for this accident. If you have additional *****ions please contact us Sincerely, ***** ******** Claims Representative ###-###-#### Fax ###-###-#### State Farm Mutual Automobile Insurance Company. I made phone calls and spoke to Bryan and Michael I told them the information they received was not correct, I did not cause the accident. State Farm insured was at fault. I did not receive a ticket, they also had me talk to a specialist of sorts. So I've talked to my Insurance people which I was told to take the person to small claims court, I talked to the people at State Farm. I believe I should not be the one talking to all of these people it is something for my insurance people to do. All have stated they will give me a call back no answers. I want my Grange to go after them for the mini-torte due me. Why am I paying all of this money for them to do nothing. My complaint is I'm getting the "Merry-Go-Round". No one wants to be responsible.
Desired Settlement: To receive the $1000.00 Mini-Torte due me
Business Response:
Thank you for your correspondence dated February 21, 2016 outlining the complaint of our
insured ******* ******. Grange lnsurance Company of Michigan provides a personal lines
On December 28, 2015 Grange lnsurance Company of Michigan spoke with Ms. ******
On December 30, 2015 Grange lnsurance Company of Michigan filed a mini-tort claim with
**** ******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I was involved in an accident which was at fault with the other driver involved. I ran the repairs for my car through my own insurance as well as the rental and my insurance agent submitted for reimbursement from the at fault drivers insurance company. Everything was reimbursed except for the rental cost. Before renting a car while mine was in the shop I spoke with Mike N***** from Grange insurance who was handling the claim on the at fault drivers side of insurance. He told me I could pay for my rental and they would reimburse me. This all started on 6-15-15. I have yet to receive the reimbursement check. I have called multiple times trying to get a hold of mike n*****. Mike N***** told me to fax over a copy of the rental receipt which I did and he said they would get a check cut and mailed. I never received a check and week later had to call a different claims office and a gentleman was able to help me. He discovered my address was wrong which I don't know how it could be they had copies of my insurance and the police statement and my drivers license. The man at the different claims office changed the address and I received a check today on 2-20-16 but for the wrong amount. Off by more than $100 less that what it should be. Mike n***** told me there would be no issue. I have yet to have a returned call from him.
Desired Settlement: I would like a new check cut in the amount that I had to be paid out. If I do not receive the correct check amount in 7 business days I will be hiring a lawyer.
Business Response:
To Whom It May Concern:
Thank you for the communication dated February 20, 2016 addressing the complaint of the third party, ******* *******.
As stated in Mr. ******'s complaint, his claim was handled by his insurance carrier and submitted to us for reimbursement. The documentation from his carrier was received on July 13, 2015 and paid in full on July 15, 2015. At that time, nothing regarding rental was submitted to us.
On January 20, 2016 we received a fax from Mr. ****** and we issued payment to him that day in the amount of $220.08. This reflected the total bill less the additional collision damage waiver coverage ($119.92) he elected thru ********** Rent A Car. This was the first time the invoice was submitted to us for review. The original check was sent to the wrong address by mistake and reissued to the correct address on February 16, 2016.
Since the additional coverage is not mandatory, it was an elected coverage by Mr. ******l, and his own auto insurance likely transferred to his rental car, it is not a coverage Grange Insurance would pay.
Attached are a copy of the rental bill and both checks. If anything additional is needed or you would like to speak to me directly, please contact me at ###-###-#### or by email at ********@grangeinsurance.com.
Shane W******
Regional Claims Manager
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: On 11/13/15, my husband & I closed on our house which is the aforementioned address. We decided to obtain Howard Hanna Insurance agent for Grange Ins. as the home insurance policy for our house. We paid the requested $574 for the home insurance policy in escrow & ensured both prior to closing as well as during closing that no extra costs would be needed regarding our home insurance policy. We also ensured that the home insurance policy would be included within our house payment. On 12/20/15, we received the attached billing invoice from Grange requesting an additional $141. I immediately e-mailed ***** w/****** ***** **** whereas she stated this extra $141 is a surcharge for having a wood burning stove at the house. However, the wood burning stove is actually a wood burning fireplace of sorts as you can not cook on this particular piece. My husband & I strongly believe we are being swindled for this $141 extra charge from Grange. Our house was clearly stated along w/clear pictures to show this particular piece & thus should have been included already within the $574 payment made before/at time of closing. There is absolutely no excuse whatsoever to charge us an additional $141 surcharge for anything especially after closing & all information was made available to ****** ***** **** & Grange well before closing on this property. I have received another e-mail back from ***** w/****** ***** **** stating that she did attempt to resolve this matter w/Grange & within this e-mail she simply stated that Grange can be & I quote/unquote "stubborn". I have many, many e-mails from a total of three people associated w/****** ***** **** regarding our home ins. policy w/Grange, & all of the documentations were asking for $574 without any possibilities of requiring any more monies than that.
Desired Settlement: We are demanding that the $141 billing invoice from Grange be adjusted.
Business Response:
Grange often completes an inspection report on insured properties to ensure that there
Grange Property & Casualty Company does apply a surcharge for supplemental heat
Should you have any additional questions, please feel free to contact me.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I was in an auto accident with a customer of Grange. After waiting to utilize the desired auto repair shop referred by Grange, I had to take multiple days off to retrieve my car, as the date kept getting pushed back. Finally, the day my car is finished, which was New Years Eve, I had 2 hours to retrieve my car from Youngstown while I was working in Cleveland, due to the fact the shop closed early. I was unable to to retrieve my car and had to continue to utilize the rental car paid fro by Grange through the weekend as the repair shop was closed over the holiday weekend. Upon calling the rental place, they had said my rental had stopped being paid for on New Years Eve and that I was liable for the charges. I requested Grange pay through the weekend as I retrieved the car at my earliest opportunity, the Monday morning after the long weekend. The company declined, as they said I should've retrieved the car on New Years Eve, regardless of my ability to do so.
Desired Settlement: I would like Grange to reimburse me for the additional days I was required to utilize the rental car due to the holiday weekend.
Business Response:
Thank you for allowing me to respond to Mr. ******' complaint. Mr. ****** is requesting Grange pay for
Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-#### ext,***.
Manager, KY AMD Claims
I reviewed the response made by the business in reference to complaint ID ********, and find the resolution is satisfactory to me.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Involved in a car accident in which semi truck operated by: **** ****** damaged rear end of my car. Police report available for details. I have tried to contact insurance agents several times. Most calls were ignored. Emailed police report and other requested information. Agent stated that neither vehicle, owner or the driver is registered with this insurance company. Upon second call (by my insurance agent they stated that the truck insurance is valid (and was valid on the day of accident) but they have trouble contacting the vehicle owner. I am under impression that the Grange Mutual Insurance is trying to avoid covering the damage repair. If this is a case I would have to contact attorney office to fail and open a court case. I'm trying to resolve this without unnecessary hardship and I hope you can mediate in the quick resolution. I need to repair my car as soon as possible (since the back door is damaged and I cannot open/lock the car from the back). Repair estimate is available upon request.
Desired Settlement: I want the insurance company to cover all expenses related to reported accident. If no resolution will be made within 14 working days the case will be turned to the state attorney to execute further actions against GRANGE INSURANCE MUTUAL
Business Response:
Thank you for allowing me the opportunity to answer this inquiry. As Mr ********** mentions
in this complaint filed on November 24th, the driver involved and the 98 Volvo he was driving at
Mr* ********** mentions in his complaint that his calls were being ignored by the handling
Grange also returned calls to Mr* **********'s insurance agent on the 23rd and 25th explaining that
Since filing this complaint, Grange has been notified by Mr* **********'s agent that they will be
information, please contact our office.
Steven E******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: An insured individual of Grange insurance company hit the driver door of my 1998 Toyota Corolla on 11/13/15. On 11/19/15 an insurance adjuster evaluated the car at my home. He offered $1900 and told me to "take it or leave it" and they had intentions of totaling the car. I was uncomfortable with giving an answer as I wanted my auto body shop to see the car. Later that day, at approximately 3PM, they contacted me and offered $1600. When asked about the different in payment amount, was told the adjuster made a mistake. I still did not give them a response as I wanted to talk to my agent. The agent suggested we take the settlement and allow them to total the car and get a salvage title. When I called back on 11/20/15, now they are only offering $1300. We do not understand how this is an ethical practice.
Desired Settlement: We want them to pay the original amount of $1900.
Business Response:
This loss was reported to Grange on Saturday, November 14th, 2015. We first spoke to Mr. ******** the morning of Monday, November 16th. At that time we confirmed there were no injuries, secured his facts of loss, and explained the claims process.
On November 19th, Mr. ********'s vehicle was inspected and it was determined his vehicle was a total loss. A preliminary estimate for damage to the driver side door areas was written for $1,891.17. There was also unrelated/unrepaired damage to the passenger side fender and the estimate for that damage came to $475.89. The Market Valuation Report completed by CCC Information Services, Inc., gave us a value of $2,131.13 (includes 6% sales tax – enclosed report does not include the taxes). Due to the unrelated prior damage, a deduction was taken for the condition and the Valuation was adjusted to $1,655.24 (Valuation with taxes less the unrelated prior damage).
When presented the $1,655.24 offer, Mr. ******** voiced concern over the value and told us he wanted to keep his vehicle. Understanding his concern, we presented alternatives to Mr. ******** and as a result the payout amounts did change. In addition to the offer above, we presented two additional possibilities that allowed him to keep the vehicle: $1,332.13 (value less salvage quote of $323.11) to obtain a salvage title and owner retain the vehicle or find a shop that can do ALL of the repairs safely for an amount below our estimate. For the latter option, we asked Mr. ******** to use $1,350 as a guideline for the max amount the estimate could be for us to still consider the vehicle repairable. $1,350 represents the "breakeven" number that if the amount to be paid was above the breakeven number, we would deem the vehicle a total loss since an amount above that would not be cost effective to repair. Also, we explained to Mr. S******* that a lesser estimate would need reviewed by us prior to approval to ensure all the necessary repairs were being completed in order to deem the vehicle safe and road worthy.
The damage to Mr. ********'s vehicle is not significant, but due to the age, condition, and mileage, the damage is enough to total his vehicle. We have tried to work with Mr. ******** and provide as many options as possible in hopes of meeting his needs. Mr. ******** has told us he does not have the time or desire to get a salvage title or speak to shops to see if they could work with him on an estimate. As a result, it only gives one option, which is for us to pay $1,655.24 in exchange for Mr. ********'s title and vehicle.
In response to Mr. ********'s comment regarding the $1900 offer – this amount reflects the amount of the preliminary estimate ($1,891.17) completed by our appraiser in the field before the Valuation was returned. Since it was determined his vehicle was a total loss, that amount could not be paid.
Attached please find a copy of the estimate that includes the unrelated prior damage estimate, the Market Valuation Report, and a salvage quote. Please note the salvage quote mentioned above was acquired verbally from a salvage yard while our appraiser was in the field. The enclosed salvage quote was obtained 5 days later and reflects a slightly higher amount.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: An insured driver of Grange hit my vehicle in a parking lot about a month ago and Grange said take your vehicle to any shop to get repaired but suggested a few shops that they promoted. The shop of my choice was not one mentioned, and in fact one suggested has done work on my Mothers car and the work was so poor it has been back 3 times to be repainted since the paint keeps peeling off. I took my vehicle to *** **** ****, and when there, I was then informed Grange was not going to cover the entire labor rate and I was going to have to pay out of pocket when I was the one who was hit and I was in this situation because of their insured driver. At the initiation of the claim, what Grange should have said was, "Take your car to anywhere but *** **** ****" since they were not going to cover the rate. I should not have had to pay anything to get my vehicle fixed when I was not at fault, it was my brand new vehicle that will no longer be like new because of this. On top of that, I drive a 2013 Camaro that is a $40,000 vehicle and was given a $18,000 compact Hyundia Veloster as a rental for the month I did not have my car, which in my opinion is definitely a not a similar replacement rental.
Desired Settlement: I had to pay $85.35 to have my vehicle repaired at a shop that I trust and feel will do work that will suffice to make my car look new again. I would like to be reimbursed and not let insurance companies get away dictating how someones car should be repaired to save them money. I have already
Business Response:
The above captioned loss was reported to Grange on 9/9/15 and contact was made with Mr.
On 9/15/15, Grange received a call from Mr. ******* indicating he set an appointment with the
In addition, Grange is not in the habit of speaking negatively about a shop, but has set proper
Jennifer N*** **** ****
*** ***** ****** *******
Consumer Response:
***** * **** **** would not have repaired my vehicle unless I agreed to pay the labor rate difference as Grange would not and I would have had to take my vehicle to a different shop. If I wanted to go to the shop of my choice, which I did, and as laws state, insurance companies are not able to tell you what shops you can and can not take your vehicle to for repairs, then they should cover the labor rate cost from ***** * **** ****. Grange, through refusing to pay the entire labor rate for the repairs, was in their way preventing me from taking my car to the shop of my choice which I knew was going to do quality work, right, the first time. I do not know how many people would actually pay the difference that Grange would not pay to have their vehicle repaired, and I probably would not have either and would have gone to a different shop to prevent me from having to pay out of my own pocket for something that was not my fault in the first place if I had not had experiences with other shops in the Columbus, Ohio area. My family has taken vehicles to shops Grange "prefers" to have repairs done, and we have been back three times because these preferred shops can not do proper work, take short cuts which has caused the paint to peal off the car time after time, several years after the repairs are made. This was not something I was going to do with a $40,000 car that is less than 2 years old.
I would also like to further state that ***** * **** **** has informed me they are paid by numerous other insurers the entire $50 an hour labor rate and this has been their rate for several years now.
Regards,**** *******
Business Response:
In response to your correspondence dated October 30, 2015, I have reviewed the above captioned
During the course of handling the claim, Grange advised Mr. ******* of his options and assisted him
Mr. ******* choose the shop, authorized the repairs and continued the repairs knowing Grange
Best regards,
Jennifer S. N*** **** ****
Consumer Response:
Grange has still continued to use their broad, generic public relations responses with responding to an dealing with my complaint.
Grange said and I quote "we preserved his choice of repairs and did not indicate where he could or could not repair his vehicle". If they truly did not dictate where I could get my vehicle repaired, they would have covered the entire labor rate of $50 an hour instead of refusing to pay anything over $48. A $2 dollar an hour charge is not unreasonable for a shop that performs quality work, which is what I would expect when you have a brand new vehicle.
The next sentence Grange stated they "Called Mr. ******* and set expectations we would not consider the additional charges, and that I had the opportunity to move my vehicle to another shop or work the charges out directly with the shop of my choice." The fact that I would have to move my vehicle to another shop or PAY out of my own pocket when I was the one inconvenienced when an insured motorist of their company hit my car demonstrates that they were not going to let me get my vehicle repaired there UNLESS I paid the additional charges, as ***** * **** **** was not going to perform the repairs unless their costs were met when other insurance companies pay the going rate they charge for their service. The only way to work out the charges with the shop of my choice was to pay them or have my vehicle repaired elsewhere.
Refusing to pay $2 additional dollars an hour simply is an act of a cheap insurance company who takes advantage of the general public when forced to pay out on behalf of those they insure.
To consider this matter resolved to my satisfaction, I expect the reimbursement of the $85.35 from Grange that I had to pay out of my own pocket to have my vehicle repaired at the shop of my choice.
**** *******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: On 9/19/2015 we were involved in an accident caused by an Insured of Grange Insurance. On 9/21, I contacted Grange and they took responsibility for the accident on behalf of their Insured and provided a rental car. This initial encounter was positive but all of the interactions since have been a series of lies and manipulation. I have never been treated so poorly by an Insurance Company and, as much as I would simply like to move forward, their awful Customer Service continues through today. On 9/29, Susan C***** of Grange Insurance advised me via a telephone conversation that my vehicle would unfortunately be considered a total loss. She made a very low evaluation on our vehicle (~$2000 less than what we paid for the vehicle only 6 months prior). I advised her at this time that I was driving and requested that she provide her offer and any supporting documentation via e-mail. Later that day, after following up with her twice, I received an e-mail with an evaluation. On 9/30 I responded to this evaluation with a series of concerns related to the offer provided, including credits needed for many new items on the car (new tires, wheels, starter, etc) and on 10/1 I provided the requested receipts on these new items. I followed up on 10/1, 10/2 and 10/5 regarding an official offer for my totaled vehicle with no response. On 10/5, I finally heard back with a new verbal offer providing credits for the new items but now deducting for "pre-existing damage." I told Susan that the vehicle did not have pre-existing damage and provided pictures from the day of the accident showing that there was not damage on the vehicle where she had claimed. Nonetheless, I was FORCED to accept a deduction to my offer, despite escalating to her manager Mike R***** for damage to my vehicle that was caused to the vehicle while the vehicle was in their possession! On 10/8, I finally received an "official offer letter" from Susan. On 10/9, I went to a local Grange office to obtain my check to put towards a new vehicle and we returned the rental car. While I thought the haggling through this whole process was unacceptable and certainly has insured that I will never be insured by Grange Insurance, I was prepared to walk away from the Property portion of this claim. That was until Grange decided not to pay Enterprise Rental car for our rental that they set up! Now we are receiving daily phone calls from Enterprise demanding payment. I have reached out to Susan and her manager multiple times and they insist they are not responsible for this claim. They are stating that the rental was only covered for 3 days from when they first advised that my vehicle was a Total Loss. First, I don't know how any insurance company expects you to buy and purchase a new car within 3 days of learning that your vehicle is totaled...especially without a check for your old vehicle. Second, I didn't actually receive an official offer from Grange Insurance until 10/8 (not 9/29) and returned the vehicle, without being asked, on 10/9 (one day later).
Desired Settlement: I would like Grange to completely pay Enterprise Rental Car for the rental vehicle that was used as a result of the total loss to my vehicle, caused by their Insured. This is an 18-19 day rental (depending on how Enterprise calculates) and is by no means excessive given a total loss to my vehicle. I expect that the rental would have been much longer had they chosen to repair the vehicle. I would also like an official apology for the way that I was treated through this whole process. I spent an excessive amount of hours providing copies of the police reports and accident pictures and receipts....and following-up and begging for a response and a fair offer. I never received a fair offer and took an actual cash loss of over $3,000 in this settlement; this does not account for the additional money spent to buy a new vehicle.
Business Response:
Thank you for allowing me to respond to Ms. ******'s complaint. Ms. ****** feels she was provided poor
Regarding the rental bill, the Grange adjuster advised Ms. ****** on 9/29/15 that Grange would pay for the
Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-#### ext.
Mike R****
Consumer Response: the information provided by Mr. R**** is not factual. On 9/29, Susan C***** advised verbally that I would have 3 days to return the rental car once I received an official offer. I did not receive an official offer until 10/8 despite following up with her several times (she apparently was out on vacation with no back-up). I NEVER mentioned anything about having my insurance company be involved. I did mention that 3 days was not enough time to locate and buy a vehicle and that my insurance typically covers rental vehicles for 30 days. I want to note here again that Ms. C***** called me and I accepted her call while driving, and advised her of this fact. I very specifically asked for all details of this conversation to be sent via e-mail. There was never any mention of returning the rental vehicle in this communication; I assumed that this was because there was also not an offer sent at this time.
In a later conversation with Mr. R****, where we never discussed the rental car. Mr R**** suggested that I involve my insurance company since Grange's overall offer was very low. This seems to be Mr. R****'s approach. Instead of handling this claim in a professional manner, he just recommends that my insurance pay for things even though his Company's insured was 100% liable for this accident.
I would also like to see Grange's policy that Rental car coverage ends 3 days following an offer for a Total Loss as well. Overall, even with a check in hand, it doesn't seem reasonable to expect someone to find and purchase a replacement vehicle in 72 hours.
Sincerely, **** ******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Automobile owned and driven by Grange insured driver struck and caused significant front end damage to my 1998 Toyota Camry in April 2015. Grange adjuster estimated my vehicle damage at approx $1800 and totaled my vehicle. Grange, using loss estimation software where they input vehicle condition items to generate a low settlement offer, is only offering us $1717 for a 1998 gold Camry in very nice condition. I provided the grange claims representative with copies of several comparable Craigslist ads for similar vehicles that provide evidence of my vehicle's value of approx $2400. The Grange claims rep totally ignored my comparables of vehicles listed for sale by individuals and instead used their dealer listed vehicles and then deducted $659 as a non-dealer condition adjustment. That is how Grange arrived at the low total loss valuation of $1717.
Desired Settlement: I would like for Grange to either repair the damage to my vehicle or pay me a fair total loss settlement of $2400 for my vehicle.
Business Response:
This letter is in response to a complaint filed by ******* ******* regarding the total loss
Grange Insurance initially inspected Mr. *******'s vehicle on April 24, 2015 and an
Mr. ******* submitted additional comparable vehicles for consideration and these were
Mr. ******* sent an email to the Claims Representative addressing his concerns and
Grange Insurance feels the evaluation of ******* *******'s 1998 Toyota Camry is fair
Please contact me @ ###-###-#### with any questions.
Eric F********
Consumer Response:
Contrary to Mr. F********'s assertion, Grange never revised the CCC One appraisal report to reflect my three Craigslist ad comparables for 1998 Camry vehicles listed for sale by private individuals that would not be subject to Grange's $659 deduction for dealer condition adjustment that they made to the three dealer vehicles used in report #********* The Craigslist ad vehicles would only be subject to an adjustment for comparable mileage and would result in adjusted value of approx. $2400 for my vehicle. I am emailing a copy of CCC One appraisal report #******** separately as I cannot attach it as a file to this response for some unknown reason. My vehicle was not for sale at the time of the accident and it also was not owned by a dealer at that time. Accordingly, the dealer condition subtraction of $659 is not applicable to my craigslist comparables for used 1998 Camry vehicles listed for sale by private individuals. The value of my vehicle is approx. $2400 based on my craigslist comparables adjusted for mileage differences.
As I indicated above, I am providing a copy of CCC One appraisal report # ******** as evidence that Grange did not utilize my Craigslist comparables of privately-owned vehicles listed for sale in making a good faith appraisal and valuation of my totaled 1998 Camry vehicle. Thank you for your assistance in this matter.
******* *******
Business Response: ********* *** **** *** ** ******* ***** **** Insured: **** ******* Complainant: ******* ******* Date of Loss: 4/24/15 We have reviewed Mr. ********s response and the fact he does not accept our offer. Over the past few months we have made what we believe to be a fair offer for the damage to his vehicle. While we respect his position we are unable to modify our offer at this time. We would like to thank the BBB for their assistance in this matter. Please contact me @ ###-###-#### with any questions. Sincerely, Eric F******** ***** ******* * ******** Fax: ###-###-#### ******************************
Consumer Response: Grange's representative Mr. Eric F******** completely ignored my prior response because it highlighted Grange's blunder in fairly valuing my 1998 Camry vehicle. As I indicated previously and contrary to Mr. F********'s assertion, Grange never revised the CCC One appraisal report to reflect my three Craigslist ad comparables for 1998 Camry vehicles listed for sale by private individuals. Accordingly, they would not be subject to Grange's $659 deduction for dealer condition adjustment that they made to the three dealer vehicles used in report #********. The Craigslist ad vehicles would only be subject to an adjustment for comparable mileage and would result in adjusted value of approx. $2400 for my vehicle. A copy of CCC One appraisal report #******** has been included separately as part of this complaint. My vehicle was not for sale at the time of the accident and it also was not owned by a dealer at that time. Accordingly, the dealer condition subtraction of $659 is not applicable to my craigslist comparables for used 1998 Camry vehicles listed for sale by private individuals. The value of my vehicle is approx. $2400 based on my craigslist comparables adjusted for mileage differences.
As I indicated above, I am providing a copy of CCC One appraisal report # ******** as evidence that Grange did not utilize my Craigslist comparables of privately-owned vehicles listed for sale in making a good faith appraisal and valuation of my totaled 1998 Camry vehicle. Thank you for your assistance in this matter.
Regards,******* *******
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: I have had Grange Insurance for probably 20 plus years with the same agency in Lakeland Ga at the *** **** Co,.(229)482-3505. Well I received my renewal in the mail and didn't really pay attention because I always know when and the amount that is due...every month. I went on-line to pay my installment to find that my premium had DOUBLED!...I thought this cant be right so I got the policy and looked and called the agent on 8/12/2015. Donna could not tell me why so said she would check on it and call me back. Nothing,,,called the next day and she said the man was working emailing and had heard nothing back. I called the next morning (THURSDAY) and Donna said he was still waiting and they would call me by MONDAY!! I mean what happened to Friday workflow?? I told her then I would be finding Insurance else where because no one could tell me why it doubled and I was NOT paying for double the premium that I had. My policy cancelled on the 20th and I made sure she knew that. Well I have better coverage now for less money and got a BILL today for 186.20 that I will NOT be paying. It is absurd to double someones bill and charge them wrongfully after YEARS of loyalty I had with that company. I will tell all my friends and family how I have been shoved to the side, overcharged and then billed for an outrageous cancelation.... Thanks for you investigating this as I will also need to address the Insurance Commissioner about it....Have a great day.
Desired Settlement: My cancellation of 186.20 should be cut in half as THAT was the premium I was paying,,,or I will not pay it.
Business Response:
To Whom It May Concern:
This is a
response to a complaint received from Wanda Miller.
Problems with Product/Service
Read Complaint Details
Additional Notes
I'm writing this letter because i'm confident that way Mr Tony B*****t (**** ****************** ****** ********** ****** representative working to Grange Insurance is conducting business is not ethical and does align with the CBBB .
On April 24 2015 this year I was a victim of a wreck less driving accident in *** ** ******** **** ******** ,I traveling west on Hwy 20 driving a truck Freightliner 2004 with a Flat bed 2015 load when all of a sudden a women slams into me as were driving along a curved roadway . keep in mind that I was within my lane the whole time we were crossing the curved roadway ,this lady crossed over the center line of the roadway and stuck my flat bed two inches in front of the left side and was scraping up hitting the wheels of the trailer. this whole think was noted in a POLICE REPORT and was all proven based on the tire skid marks on trailer and the road. It was obvious that it the Lady ******* ********* (driver) fault.
The next day I called Mr. Tony B******* to my surprise the lady ******* had already called and my case had already number 001873699, Mr. B****** told me that his client said it was not her fault it, and asked me if I had witness? I said :No , at 3:00 am B****** told me he couldn't do anything for my case ,because it had no evidence that him client was guilty and that he would try to sue my insurance to get money to cover his client lost.
I was furious nervous, I could not believe what I heard . I called the police to explain the situation,The officer told me don't worry the police report defines who was guilt,however I could not get the policy report because it was not ready and my insurance company is the only one could request. I waited, finally had the policy report , photos of some bills paid by me to fixed part of my flat bed trailer.
I called again Mr. Tony B****** with my evidence I asked him email and sent the evidence show that was not my fault and needed as fast as possible finish fix my trailer. To my surprise!!!!! he told me in all words that had no value POLICE REPORT ,if I had not a witness, he would try to get money from my insurance to cover the expenses of his client, the most incredible he had the Courage to send me a letter wanting to get the money to pay for the car that Mrs. ******* driving that caused the accident. Can belive that? Are you guys please can help me solve this? I have all the evidence police report, photos and my treiler is still need to finish repairs, thank you !!! ******* ******
Desired Settlement: Show them they are wrong, you can not take his only client side because he said it was not her fault, and that they must respect the work of the police and use the sense to be honest and fair. The message! That this insurance company is passing: is that the insurance company is good to get customers money every month, but they do not respect the police institution and its authority and impartiality The Granger insurance is finding that its domestic laws is determining who is at fault in a case of traffic accident. In my case I paid too much every month for the travel company insurance, truck trailer 1.227.00, Streight truck 500.00 plus cars 315.00 ,life,152.30 heath 358.00 a month, and when I'm right, I have the evidence and must receive the money to repair my working tool. The Grange insurance gives me a hard time , That's not fair at all!!!!!!!!!!!!!!!!!!!!!!!!! Please help me
Business Response:
Thank you for allowing Grange lndemnity the opportunity to respond to the complainant's
Mr. Complainant disagrees with our liability position regarding this file. Complainant contends
I hope this addresses any concerns you may have. If you require additional information, please
Consumer Response:
I have police reporter saying that the accident was not my fault.
Problems with Product/Service
Read Complaint Details
Additional Notes
to whom it may concern, on may 19 2015 my bike was hit with me on it and its been weeks since I heard from the insurance company. grange's client pulled out in front of me when trying to make a left turn into a business when the wreck occurred, it threw me off my bike into the side of the road landing on my knees and right forearm, the companies client ****** ***** admitted at the scene that he didn't see me and was his fault. he then helped me up from the ground and called his mom and dad, they came to the scene and helped load up my undriveable bike up into the clients truck and took it to ******* ***** to be looked at and fixed. the driver ****** ***** gave me his name, his fathers cell phone number ******* ###-###-#### and mothers **** cell phone number ###-###-#### with the number of the grange insurance office locally. ###-###-#### and their policy number ** **********. **** wells called into make the claim of the accident while we were on the way to drop the bike off at the shop.
I went home then my knees were swollen double the size of normal and throbbed so I went to the ** ***** ******* ** in ******* **** to have x-rays. the next morning I contacted the grange office myself to make sure they received the claim and they gave me a claim number of APV********* and a ###-###-#### for an adjuster named *******. she called me and got my information and what happened and was told about my er visit and she gave me an extention of *** for ******** for my personal injury. its been over three weeks and just heard about one part of the claim today. I have called daily for weeks which is ridiculous with no answers. today I was informed by ******* that I was 30% at fault because I hit the back end of the clients truck and because I didn't lock my breaks up which would have thrown me into traffic which would have caused serious injury, the rear side of his truck was hit because he pulled out in from of me trying to beat traffic to get into his dads work and ****** ***** took responsibility at the scene.
the estimate to fix my bike is 6000 and only wanting to pay 4200 for the work to be done, this is a brand new 2014 Suzuki gsr 1000 bike with temporary plates still with only 500 miles. also I have received a er bill for 858.00 and 84.00 radiology bill that no one has even asked about and missed one day of work which is 13.00 for 8 hrs. I just want to be whole like before this incident happened, I shouldn't have to pay for their clients accident.
Desired Settlement: medical bills of 855.00 and 84.00 covered, the one day of work I was out, and my new bike repaired to the condition it was in the day that Jordan wells hit it. (6000 repair bill to ******* ******
Business Response:
This letter is in reference to a complaint filed by ******* ****** regarding injuries he
This claim was reported to Grange Insurance on May 20, 2015. Grange established
Grange also made contact with their insured driver ****** ***** to confirm the facts of
Grange received the vehicle inspections back on May 27, 2015 and was able to conclude
*** ****** accepted 70% of the estimate that was completed on his 2013 Suzuki
Please contact me @ ###-###-#### with any questions.
**** *********
***** ******* * ********
Fax: ###-###-####
The estimate to fix the Suzuki is 6000 not 4250. I was told on the phone that I had no choice but to take their 70% settlement unless I planned on getting a lawyer. I really don't think that is what u called agreed to settle . I also have received another medical bill in the amount of 649.00 . When their client hit my motorcycle their client Accepted 100% responsibility not 70% which the insurance company is trying to do now . 4250 doesn't fix my brand new bike your client hit and threw me off of. Absolutely ridiculous to do business this way and will never consider this insurance company with any of my friends or family's needs .
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: In August 2014 I switched home insurance to save money only to later receive a separate bill from Grange (thus not saving money at all). The bill indicated I was being charged for a kiddie blow up pool in my back yard and trampoline. I was being charged more for the year than these items cost and they are only used a couple months in the year. I was mostly upset about the non-permanent $39 walmart pool that they charged me ~$100 for. I called back in August when I received this outlandish bill to have them remove this line item and informed them I was not paying such a high fee for a small kiddie pool-that I would rather not have the pool. They told me to speak with my agent and I did. Apparently, this was documented, but it sounds like it may not have been captured in the system as needed. I did not receive another bill from Grange all year so I assumed everything was corrected. Then in late March I received a notice indicating if I did not pay the ~200 I owed my home owners would be terminated! I hadn't heard anything from Grange all year!!!! I called corporate again who again refused to speak with me. They told me to speak with my agent, even though corporate sent the bill, but I refuse to believe that corporate lacks the ability to press the buttons to correct this issue. Corporate also indicated that until I paid my bill in full that they could not go in and correct the bill (take off the pool, etc.) that I would have to pay first and then they would have to offer me a refund. I don't buy that!
Desired Settlement: Reinstate my home owners insurance and correct the balance.
Business Response:
Thank you for allowing Trustgard lnsurance Company the opportunity to respond to Ms.
Ms. *******'s homeowner's policy, TH 1474403 was written with an inception date of
On July 30, 2014, Underwriting reviewed an inspection report completed on Ms.
While the swimming pool on the premises is not a permanent fixture, Trustgard
Trustgard lnsurance Company mailed an invoice to Ms. ******* on August 8, 2014. As of
On April 13, 2015 Ms. ******* spoke with our Billing department regarding the
The reinstatement amount was not received and the offer to reinstate the policy
Please contact me should you have any additional questions.
******** ** *******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: On April 3rd I was in a car accident. Initially my insurance company, Grange Ins. came out and gave an estimate for repairs. Later the same day, though a decision was made to total the vehicle. The insurance company however, only wanted to pay $10,000 of a $13,000 loan. I ask them to reconsider since the car was deemed fixable initially. They agreed and repairs were made. These repairs were completed and my car was ready to be picked up on Wednesday May 6th yet I can not get my vehicle because there seems to be a dispute between my insurance company and my lien holder which is ** *********. The body shop waits on payment while these two companies play the blame game. I have exhausted all possible avenues and see no foreseeable end in site. The companies are in gridlock and meanwhile I am riding the bus and paying a car payment. These companies have had over a month to figure this out. I have been without transportation for over a month.
Desired Settlement: I really just want my car back. I need reliable transportation. I also want Grange insurance to absorb the $500 cost of my deductible for my trouble.
Business Response:
In response to your correspondence received May 13, 2015, I have reviewed the above captioned
Grange Insurance inspected *** *******'s 2010 Toyota Corolla on April 8, 2015 and determined
Due to the fact that there is currently a lien on *** *******'s Toyota Corolla, we have a duty to
While we understand that *** ******* has been inconvenienced by her motor vehicle accident,
If you have any questions, please contact me at ###-###-####.
***** *****
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: They put a claim on my policy when didn't have one. I called to ask how much my deductible was because I had some wind damage. They told and I said I would take care of it myself. So I went checking for new insurance and they brought up I had a claim , but I didn't file a claim. So I switched insurance bcause in my mind that's just wrong. So now I can't get a claim free policy , and it will cost me an extra $100.00 plus a year. I think that's absolutly wrong. Theyput it down as a claim with no pay out.
Desired Settlement: I just want them to take that claim of my record because it will make for a bad policy record for me.i am a claims free person and I am proud that fact. Thank you for your time. ***** ****** I would like to have a Lexis Nexis letter if you know what that is.
Business Response:
Dear *** ***********
This letter is in response to complaint ID ******** filed by our insured ***** ***** regarding a
The above mentioned claim was claim was filed with us on March 28,2014. We contacted the
*** ***** was placing his insurance with ***** **** and they inquired about the claim and the
Please feel free to contact me with any further questions or concerns regarding this matter.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint taken over the telephone by BBB staff (**).
Auto Insurance Policy # **********
Consumer' s vehicle was in an accident. Grange Insurance authorized a rental car for twelve days and issued a payment to *****'s Auto Repair Service. However, during final inspection *****'s Auto Repair noticed vehicle's front end underguards were damaged. Grange Insurance authorized payment and repairs for vehicles underguards. However, the underguards are on order and consumer's car has not been released. Consumer mentioned she returned rental vehicle because *****'s Auto Repair indicated her vehicle was repaired. Consumer contacted Grange Insurance to request authorization for another rental car and Grange Insurance refused to authorize payment for another rental car. Consumer is very upset because her Auto policy includes full coverage with rental car.
Desired Settlement: Grange Insurance to authorize and pay for rental car until vehicle underguards are repaired.
Business Response:
In response to your correspondence dated March 6,2015, I have reviewed the above captioned
claim and respond accordingly.
This accident occurred on February 1, 2015 when our insured, ******* ********, drove his 2013
***** ***** spoke with *** ******** on the February 4th to advise of the payment and obtain the
on the vehicle. A rental reservation through ********** was then scheduled for two days which
********* Insurance Company believes we have fulfilled our rental reimbursement obligation in
Billing/Collection Issues
Read Complaint Details
Additional Notes
To Whom It May Concern:
Re: Grange Insurance Co.
Billing me for unwanted insurance
Property at **** ***** ****** was purchased in 1953 and owned by me ever since. Always had insurance of one kind of company or another. Had Grange that I can be certain of is since 2008, no problems, no incidents, no claims paid policy fees once a year in full.
In September 201 tenants moved and I was rehabbing what needed except for replacing carpeting which was damaged and (BBB unable to decipher) the holes in the walls left by tenants. Seemed that all the contractors I called were booked or too busy to do my job. I was at the house at least every day or every other day. I do believe whoever came to damage the premises was "in the know."
Xmas eve ( I have ADT) they struck and did their damage. Grange denied coverage - wrong type of policy? I told the agency I was selling the home and would not be renewing, I was paid up til 1/27/15. They cancelled the policy but are billing me for something they aren't going to pay.
For 60 years that I know of , if you request no renewal, send no check isn't it automatic end of business? They are billing me $49.46.
Yours truly
****** *****
Desired Settlement: For 60 years that I know of , if you request no renewal, send no check isn't it automatic end of business? They are billing me $49.46.
Business Response:
Grange Mutual Casualty Company is in receipt of the above complaint and will address the
issues as requested.
Grange received notice of this loss on December 30, 2014. The claim was assigned to Claims
*** ***** also determined that this property was vacant and sent an underwriting notice to
and informed her that she no longer needed the policy and wanted to cancel effective
This form was not returned to the agent by *** *****. The policy renewed on January 27, 2015
In speaking to ******** *****, Grange Personal Lines Underwriter, if *** ***** sends in the
Thank you for the opportunity to respond. If you have any additional questions regarding this
******* ******
Consumer Response:
On February 23, 2015, *** ****** ****** phoned me and we discussed the situation and came to an agreement. I have since signed and mailed in the form he asked for and he in turn has released me in writing of the $49.56 premium due.
Thank you for your help in resolving this case. I couldn't have done it alone.
Yours truly,
****** *****
Advertising/Sales Issues
Read Complaint Details
Additional Notes
Complaint: Lied about rate of insurance and refuses to tell us last day of service. On Thursday, September 25, 2014 we called ****** ********* and were attended to by ***** ******** We explained that we wanted to get a quote on our car insurance. She asked us some questions and explained that she found an insurance rate that was less expensive ($200.00-something) than the one we were using at the time. She was hasty in the process of getting us to sign up and urged us to sign up right away. We explained that we wanted to wait until the current coverage period of our insurance ended at which time ***** explained that we need not worry because she could set it up that our new insurance would not go into effect until the date we selected. She also assured us that we would be getting reimbursed from Grange. To make a long story short, not only did the new car insurance (Grange) go into effect immediately, we were never reimbursed anything. When we attempted to reach ***** about this, it was like pulling teeth and when we attempted to speak to a supervisor, we were told that they would review our case and get back to us. Someone emailed us (not a supervisor) but was never able to resolve the matter. Then we noticed on our second bill that the monthly rate that ***** ASSURED us that we would be paying had GONE UP. Once again we contacted ******* ********* and Grange. Grange explained that they were charging a monthly fee..No one at all ever mentioned a monthly fee and we have never heard of a car insurance company charging a monthly fee. This is not what was explained to us and certainly not what we agreed to. Grange said they would have a supervisor call us about it; no one ever called us back. NOW we get an email of the latest bill and it is almost $400.00!! How in the world are they increasing the monthly rate?? We called today to find out what was going on and were informed that the rate we were being charged was a discount and now the discount is over. What???? We then asked when our last day of service is and got a response of "I'm not sure"..The supervisor gave the same response... These companies (******* ********* and Grange) are not ethical or transparent. We regret ever listening to ********* and calling them. It turns out that we are paying more with Grange and we are not sissified with their "service" at all. this They talk in circles and doing things in a conniving way.
Desired Settlement: Refund to us all monies paid in excess of what we were originally quoted! Also let us know our last day of service.
Business Response:
***** *** *** ******** ****** ********* ********* ******* *** *********** ** ******* ** **** ******* ******** *** **** **** *** ******** ********* ******* ** **** ******** **** *** ***** ********* ********** **** ****** ** *******
Thank you for allowing Grange Indemnity Insurance Company, a Wholly-Owned Stock Subsidiary of Grange Mutual Casualty Company the opportunity to respond to **** *****'s inquiry.
The agent submitted the application for automobile coverage with policy term dates of 9/26/2014 to 3/26/2015.
The policy was processed and issued by Grange Indemnity Insurance Company on 9/26/2014 with the multi-policy discount as requested. The total policy premium with the discount was $1,788.00. On 10/28/2014, a reminder was sent to the insured advising that we had issued the policy with the multi-policy discount but had not received a qualifying supporting policy. In the notice, we remind the insured that if we did not receive the supporting policy, the discount would be removed. On 11/17/2014 we still did not have a supporting policy so the multi-policy discount was removed. The total policy premium without the discount was $2,160.00.
On 12/24/2014 the insured called the Service Center and discussed the reason why the multi-policy discount was removed. The supervisor reviewed the policy and advised the insured that since she owns her home, that if she could provide proof of ownership, the Homeownership Discount could be added to her policy and she would make the discount effective back to the inception of the policy. On 12/29/2014 we received the proof of homeownership. The Homeownership Discount was added to the policy and $209.00 was credited to her policy. The revised full term premium with the Homeownership Discount is $1,951.00.
We believe the issue has now been successfully resolved.
We NEVER agreed to open another policy and when ***** from ****** ********* signed us up, she never said it was a temporary discount she was signing us up for....Obviously you are not going to own up to that but there is still the issue $388.00 that we paid on the last statement.
Business Response:
Thank you for allowing Grange Indemnity Insurance Company, a Wholly-Owned Stock Subsidiary of Grange Mutual Casualty Company, the opportunity to respond to **** *****'s follow-up request.
I contacted the insured and discussed the series of events to clearly understand the issue. There was a miscommunication between the agent and the insured. ****, on behalf of ********, and Grange have come to a mutually agreed upon resolution.
The details of our agreement are attached.
I have reviewed the response made by the business in reference to complaint ID #### and find that this resolution is satisfactory to me.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: My boyfriend and I gained car and renters insurance with Grange. The first time we got a policy they terminated the policy without telling us because they placed us in the wrong category for our auto policy. Once we became aware of the termination we contacted them again. They offered a new policy with some extra benefits since our premium was higher in the new category. The second policy is where my main complaint needs to be issues. We had a payment due in September for both renter and car insurance. I tried multiple ways to pay the payment. Their processing center was not working so therefore they refused to take payments. The policy was cancelled due to lack of payment. Also according to them we still owe payments although throughout this policy we never had appropriate coverage because of the company. I feel as if they received two beginning payments of over $200+ to start these coverages (both coverages separtly. It feels like they are simply scamming people out of hundreds of dollars, not taking you payments, and then terminating the policy for nonpayment. Through the termination I believe they can get another down payment for someone to start a new policy.
Desired Settlement: I personally believe due to the amount of money that was paid with both deposits and the lack of days of coverage our bill should be adjusted or prorated. I do not feel as if I owe them this bill they are wanting it is another $140 for auto and $30 for renters. I should not have to pay for services I did not receive properly and especially from a company who actually denied payment for these bills at a minimum of three times between my boyfriend and myself. For the first policy which they cancelled without immediate notice leaving us uninsured for a small amount of time. $180 for auto and 27 for renters
Business Response: Thank you for the opportunity to respond. The auto new business policy was issued from August 1, 2014 to February 1, 2015. The policy cancelled effective September 21, 2014 at 12:01 am for non-payment of premium. A down payment of $144.00 was received and applied to the policy. An invoice was issued on August 12, 2014 due September 1, 2014 for a minimum payment of $150.00. The payment was not received and a notice of cancellation was issued stating that the policy would cancel effective September 21, 2014 at 12:01 am if the minimum payment of $150.00 was not received before that date. The payment was not received and the policy cancelled for non-payment of premium effective September 21, 2014 at 12:01 am. A balance of $141.28 was due to coverage provided up to the cancellation effective date. The preferred homeowner new business policy was issued from May 30, 2014 to May 30, 2015. The policy cancelled effective August 23, 2014 at 12:01 am for non-payment of premium. A down payment of $20.00 was received and applied to the policy. An invoice was issued on July 12, 2014 due August 1, 2014 for a minimum payment of $27.00. On July 29, 2014 two separate payments was attempted on the policy however both payments were rejected/declined. The payment was not received and a notice of cancellation was issued stating that the policy would cancel effective August 23, 2014 at 12:01 am the minimum payment of $27.00 was not received before that date. The payment was not received and the policy cancelled effective August 23, 2014 at 12:01 am for non-payment of premium. A balance of $30.00 is due for coverage provided up to the cancellation effective date. We offer a variety of payment options. Pay by web, pay by phone (using our automated service or our Customer Care Center) or pay by mail. The pay by web and pay by phone using the automated system is available 24/7.
Consumer Response: I am rejecting this response because: I am still not seeing any willingness to consider amount due currently changed and their lack of agreement that they wouldn't not take payments because the center was down. It still rests that we have a balance due, they are not addressing the inability for individuals to make payments when their center was down for weeks (I tried to make a payment several different time) and because of all this my boyfriend has to report as being uninsured. We didn't look for something because we were trying to make a payment yet the company refused to find a way or time to take it. Instead they cancelled a policy. All they have done was make what began as a hard situation even worse.
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: I cancelled their Insurance policy, IN PERSON, at their authorized Agent's office, after I received notice that they were raising the cost of their insurance and that they had taken the money out of my escrow account a full month ahead of the due date! They refused to accept the cancellation and have refused to give back the money that they have obtained under false pretenses!! Now, a year later, they have again raised the unauthorized premium on the policy which they were demanded to cancel over a year ago and illegally stolen the money out of my escrow account again!
Desired Settlement: 1. Refund premiums of all policies that they were instructed to cancel in 2013; 2. Pay interest of 12% on the unauthorized (stolen) premiums from 2013. 3. Refund of stolen/unauthorized premiums just taken from my escrow account in 2014. 4. Apology for stress and inconvenience caused, to both my self and my wife.
Business Response:
****** ********* ******** ****** ****** ******** ****** ***** ********* ********** **** ****** **** ********* ** ********** *** ************ ****** ** ******* **** ** ******** ********* ********* ******* *********** * ****** * ****** ****** ** ******* *****
Thank you for allowing Trustgard Insurance Company the opportunity to respond to ** ******** inquiry.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: PROBLEM: CLAIM DENIED BY GRANGE INSURANCE EMAILS SENT TO *** *****, PRESIDENT OF GRANGE INSURANCE 3 DAYS IN A ROW...IGNORED! My husband, ****** ** *********, Policy ########## has Grange Insurance thru ******** Insurance in ********** ** (Phone# ###-###-####) and was denied a claim on air conditioning replacement / voltage event earlier this month! I would like for you and those in authority at Grange Insurance to be aware of the shoddy handling of claims by your agents ******** Insurance in ********** **. and how they have alienated a loyal customer! Those in charge of this company should be aware of how customers are being treated! Agents whom care and don't talk to you in a very condescending manner - I don't know very much about the insurance business, nor have I ever filed a claim. I was talked to as if I should know all these things! A person at ******** told me to go ahead and start replacing my A/C unit because my deductible was $2500 and the replacement would surely be covered! I had no say in the matter when my claim was denied - I have statements from a state certified HVAC technician and reputable A/C company......none of which were taken into consideration! I asked the agent (Anthony) handling my case for an explanation and he pretty much told me "because that's the way it is and that's how we do things" then I asked him for a contact to his or a supervisor because I was not satisfied with the answer that he gave me! Did he give me the contacts? NO! No name, no number, no email, no nothing! - discarded like a common piece of trash, THANK YOU! You all may not think $700 dollars is a lot of money, but it sure is to me and I hope its worth $700 dollars to LOSE a good customer like me - not only will you lose my business, but my wife and I have a tremendous network of friends and family and after we get the word out how unfair you treated us on this claim.......we are sure they will cancel their policies with you as well!!!!! We will NEVER recommend your company to anyone and you BETTER believe that "BAD WORD OF MOUTH" can hurt a business really bad!!! You all enjoy that $700 dollars that you BEAT us out of - that probably don't even buy the staples that a BIG company like yours spends on each week! And by the way, there were BAD storms that whole week with bad lightening, electrical, and high voltage events! The technician whom replaced my a/c unit took pictures and saved the "FRIED" parts and wanted to share with your agent but that was not even considered! We have heard numerous stories of other insurance companies paying a/c claims after the work has been done, but not grange (no the "G" in grange was not capitalized because I have no respect for your company) I guess all we can do as unsatisfied customers is fire the company that we feel disappointed us and move on with another......that is exactly what we shall do - we currently have three very competitive quotes from other companies in the market.......including *** ***** ******* **** ****** (whom no longer writes rental properties, but does write them through ****, and *********! Give your agents whom DENIED my claim a big ole' pat on the back for losing much more than $700.00 dollars - way to take care of your customers!!!! Thank you very much! ****** ** ********* & ********* ********* ***************** ********************** ###-###-####
Desired Settlement: WE HAVE A LEGIMATE CLAIM WITH GRANGE AND WE WANT IT REVIEWED AND PAID!
Business Response:
********* ********** ****** ******** ****** **** ****** ** ********* ** ********** *** **** ******* ******** ********* *** ********* ******** *** ***** ***** ****** ****** ** *****
This letter is in response to *** *********'s coverage denial complaint. Grange Insurance received notice of this claim on September 12, 2014 stating that the air conditioner unit at the above mentioned address was damaged due to a voltage event.
Grange Insurance Inside Property Claim Representative ******* ******* attempted contact with the insured on September 12, 2014 where a message was left for the insured. Contact was established with *** ********* on Monday September 15th and the facts of loss were discussed. *** ********* indicated that due to the fact that he had tenants in the home, he had to have the air conditioner unit replaced over the weekend. ******* ******* confirmed the contact information of the company that came out and replaced the unit. *** ******* called the company Home Town Quality on that same date, there was no answer and a message was left.
*** ******* established contact with Bryan at Home Town Quality to discuss the damages and set up an inspection on September 16, 2014. During this conversation it was discovered that the air conditioner had been completely disposed of. By disposing of the unit prior to inspection, *** ********* was in violation of a condition of his policy. The pertinent policy language is below.
1. What to do in Case of Loss
If a covered loss occurs, the insured must:
e. exhibit the damaged property to us or our representative, as often as may be reasonably required;
Grange Insurance did not have the opportunity to determine what caused the damage to the air conditioning unit, or to determine if the unit needed replaced or repaired.
On September 17, 2014 *** ********* was called and informed of the denial based on the applicable policy condition. *** ********* requested and was provided management contact information by ******* *******. A denial letter was drafted, approved, and sent on this same date.
*** ********* requested to be contacted by a manager regarding the claim on September 19, 2014. He was called by manager **** ****** and a message was left. Contact was established between **** ****** and *** ********* on September 22, 2014. After reviewing the claim, **** ****** had informed *** ********* that there would be no change to our claim decision.
Grange Insurance feels the coverage denial is an accurate interpretation of *** *********'s policy language regarding this loss. Please contact me at ###-###-#### with any questions.
******** ********* **** **** ****
********* **********
****** ******** ******
**** ****** **
********* ** **********
*** **** ******* ********
********* *** *********
******** *** ***** ***** ****** ****** ** *****
**** ** ***** ********
********* ******* *******
Consumer Response:
Dear *** ********, let me start with an official cancellation letter - not only from me, but several members of my family, friends, and co-workers all plan to......or already have cancelled Grange Insurance. With your company's lack of customer service, it's no wonder you have SEVERAL negative complaints against you with the BBB, social media, and in the insurance community! Your blatant attempt to "baffle" your audience on here boggles the mind – what it all boils down to is YOU DID NOT TAKE CARE OF A LOYAL CUSTOMER!
Please allow this letter to constitute my formal demand for cancellation of the above-captioned policy. This cancellation will be effective as of October 01, 2014 date. Please immediately return any unused premium to me at my address listed on file. Please be advised that I no longer authorize your company to directly withdraw any future premiums from any of my accounts.
I would appreciate receiving written confirmation of this cancellation within 30 days. Please do not hesitate to contact me with any questions. I look forward to your prompt attention to this matter.
As for the inconsistencies, *** ******** states the following:
"*** ********* requested to be contacted by a manager regarding the claim on September 19, 2014. He was called by manager **** ****** and a message was left. Contact was established between **** ****** and *** ********* on September 22, 2014. After reviewing the claim, **** ****** had informed *** ********* that there would be no change to our claim decision."
It is true that I did request from *** ******* that a member of his supervision contact me, as I was not satisfied with the generic, customer unfriendly, and downright rude explanation that I received! What is not true – I was NOT contacted first by **** ******, in fact I was never contacted at all by anyone from the Grange management team! I had to call the general number of Grange, from there I explained my situation and told the representative that I wanted to speak with ******* *******'s manager – I was told his immediate supervisors name and that they would transfer me (sorry I do not recall his name) from there I got a voice mail form the office of this man saying he would be out of office all week!
I had to call back the general number, re-explain my situation, and get another contact – that contact was **** ******. I called him and got a voice mail and form there I left him a message to return my call when he could. *** ****** called me back and explained that he was not *** *******'s supervisor, that supervisor was out of office, but he would look into it for me!
There are a lot of holes in *** ********'s reply letter, a lot of gray area, and a lot of pertinent information that was left out!
Another issue that was not mentioned was the amount of time it took for the first Grange representative, ******* ******* to actually contact me, hear my explanation, and contact ***** with **** **** ******* for a synopsis of damage – since it took FOUR days for *** ******* to establish contact with **** **** *******, the parts damaged by the voltage event were by then discarded! You cannot expect a man operating a business from his work vehicle to keep "fried" and "burnt" parts for more than a couple of days! Was the amount of time that it took for *** ******* to contact **** **** ******* incurred because *** ******* does not work on the weekends? If so, would not another representative pick up a turn over and follow up with the claim – or does Grange not have ANY claims representation the work on the weekends? *** ******* was also offered pictures of the "fried" and "burnt" parts but was told no and they offered no sense of proof whatsoever! The technician is state certified in ******* and in a court of law, if called upon could offer expert testimony – yet that is not good enough for the Grange Insurance Company?
Following the normal procedure, on September 12, 2014 I contacted and spoke to a representative at ******** Insurance, ********** ** – her name was *******. I asked ******* about my options on filing a claim due to a "voltage event"…..I was then told that my deductible was $2500 dollars and my company (GRANGE) was very understandable when it came to taking care of loyal customers like me!
The deciding factor was my tenants have small children and were already without conditioned air – in the middle of a 90+ degree ******* heat wave. My tenants are my customers and I always believe that the customer is right and you must take care of good customers whom take care of you!
With that being said, the HVAC technician ******) recommended that the work be started very soon because they were extremely busy due to bad storms in the area and their work load going up - he did not know when he could come back to do the job and I was not going to wait any amount of time and make my customers/tenants more uncomfortable!
I have a question, if the technician from **** **** ******* is able to find the damaged parts – will Grange consider inspection for possible claim approval? If not the parts, will Grange not accept photos from **** **** ******* on that behalf?
It is simply amazing how a customer can be loyal, even when said customer could have opted to do business with a less reputable company and get treated like such! You must be wondering why I continue to waste my time on the HOPELESS case – simple, it's because I feel I am right on this and your representatives spoke to me like a child!
So, by virtue of losing my business and my family's business because you wanted to save $700 dollars – which really went to $350 because I got a check for the pro-rated year ……. I GUESS YOU SHOWED ME HUH!
Now I feel the need to let fellow insurance customers know your company does NOT have their customers put first – that the almighty dollar is placed first by you and you're muddled management team! You know as well as I do that "word of mouth" can really help or hurt a company and your track record speaks for itself in that regard!
I am gathering phone records and other data of your inconsistencies and will distribute them to key management officials in your organization – distribution list includes:
Very truly yours,
Business Response:
***** ********* ******** ******************************* ***** **** *** *** **** ** ***** ** ******** **** ********* ********** ********* ** ******** *** ********* *** ************************************** ****** *** ***
This letter is in reference to *** *********'s follow up communication requesting cancellation of his insurance policy with Grange. Upon receipt of this communication I reviewed the status of *** *********'s policy with his agent ******** Insurance.. The policy was cancelled per his request effective September 30, 2014.
Please contact me via phone or email with any additional concerns.
******** ********* **** **** ****
****** ******** **** *******
Grange Mutual Casualty Company
Email ************
Consumer Response:
Its funny how I offered all this after your first agent (*******) denied the claim and I was told that was NOT an option - he said the decision was made and that was that! And now you tell me (A MONTH LATER) that you will consider photos, parts, written diagnostic records dated on or before the replacement or any other type of evidence!
Very improper business tactics your company is using in this situation – your "smoke and mirror" approach to WASTING time and letting things cool down when I could have provided this information when it was still hot and fresh.
Now before we waste any more time, I need to know what you will accept as far as photos, parts, written diagnostic records dated on or before the replacement or any other type of evidence. Is there a certain format, an official procedure, or a correct letterhead that you will accept?
This is the THIRD time I have asked if you could consider all this and yet you want to BAFFLE me with all your phone records – would not the best business practice in this situation be to work directly with the LOYAL CUSTOMER to find resolution…..IN THE FIRST PLACE?
It boggles my mind that you would actually let a customer cancel their policy and stop doing business – when you could have simply worked with him and avoided all this! And as I mentioned in previous letters…..ALL of our family and some of our friends have ceased business with your company! I could NEVER recommend Grange as a viable option for insurance coverage to ANYONE!
I am not convinced that you are the appropriate person to deal with regarding my concerns? I am requesting to speak to your direct supervisor for I feel as if you're not capable of handling customers concerns – honestly this round and round, paraphrased information, and blatant waste of time is utterly absurd! Your efforts to stall and ICE me with the same weak explanation over and over again are not going to work sir!
Moving forward for resolution – I need clear/concise expectations and exact options!
Please advise,
*** *********
Business Response:
****** ******** ****** **** ****** ** ********* ** ********** *** **** ******* ******** ********* *** ********* ******** *** ***** ***** ******
This letter is in follow up the most recent communication from *** ********i regarding the claim. Upon receipt of *** ********i's follow up the timeline provided on our original response was reviewed for accuracy. Our records have verified the investigation timeline that was provided in our original response. Please see our timeline below.
*** ******** called in the above mentioned claim by phone on Friday, September 12, 2014 at 1:28 PM. It is important to note here that all contact information was provided by *** ********i directly. The claim was assigned to adjuster ******* *******. *** ******* placed a call to *** ******** at the only phone number he provided; the log time of the call was 2:53 PM on the same date. There was no response and a message was left.
Contact was established with *** ******** on Monday, September 15, 2014. During this conversation he indicated that the unit was replaced over the weekend. *** ******* obtained the contact information for ***** at **** **** ******* and called him on this same date. A message was left for ***** and not immediately returned.
*** ******* established contact with ***** from **** **** ******* on Tuesday September 16, 2014. *** ******* asked ***** if the unit was available for inspection. ***** indicated that the unit had been disposed of and was not available for inspection. *** ******* asked if there was anything available for inspection and it was repeated that the unit had already been disposed of.
Based on our lack of ability to inspect the unit to confirm lightning damage, the claim was sent to management for denial review on Wednesday September 17, 2014. After approval by management, the claim was denied and the customer was called. A letter stating our position was mailed to *** ******** on this same date.
With respect to *** ********'s questions at the end of the letter, we are required to consider any new information that may change our position. As stated in our previous response, *** *******'s conversation with the HVAC representative indicated that there was nothing to inspect as the unit had been disposed of. We would consider photos, parts, written diagnostic records dated on or before the replacement or any other type of evidence *** ******** or his vendor can provide. All submitted evidence is subject to verification that it is genuine to *** ********'s damaged unit. Evidence that cannot be verified will not be considered. Accepting evidence for review does not guarantee a change in our coverage position.
If no further information is submitted for consideration, Grange Insurance will remain with our previously stated position and will consider the matter closed. Please contact me at ###-###-#### with any questions.
******** ********* **** **** ****
Consumer Response:
Date of Loss Claim Number Policy Type Policy Details
09/09/2014 ************ Home ******* Claim Details
Claim Details: Dwelling Fire Policy #### BackPrinter Friendly Claim ************ Date of Loss:09/09/2014Policy:******* Claim Status Claim Received (09/12/2014) Policyholder Payment Information No policyholder payments have been made at this time. Other Parties to this Claim There are no other parties claiming damage as a result of this incident. My Grange Claims Contact Name:******* *******Phone:###-###-#### Regards,
Claim Details: Dwelling Fire Policy ####
BackPrinter Friendly
Claim ************
Date of Loss:09/09/2014Policy:*******
Claim Status
Claim Received (09/12/2014)
Policyholder Payment Information
No policyholder payments have been made at this time.
Other Parties to this Claim
There are no other parties claiming damage as a result of this incident.
My Grange Claims Contact
Name:******* *******Phone:###-###-####
****** *********
Consumer Response:
I have located some of the old damaged parts from the air conditioned unit that was replaced - I need to confirm the mailing address to send such parts.
*** *** ***** *** *** **** *********
Grange Mutual Casualty Group
please confirm the above address
Business Response:
********* ********** ****** ******** ****** **** ****** ** ********* ** ********** *** **** ******* ******** ********* *** ********* ******** *** ***** ***** ****** ****** ** ***** **** ** ***** ******** ********* ******* ******* This letter is in follow up the most recent communication from *** ********* regarding the claim. We are in receipt of *** *********'s request. Donan Engineering will be sending *** ********* a shipping packet to send his damaged parts to their lab for testing. This packet will be mailed to his home. *** ********* will need to fill out the required forms and send his evidence in for testing. Grange Insurance Company will not accept a submission directly, it must be sent to ***** *********** in order to preserve the integrity of the evidence.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I have had multiple home/auto polices with Grange for 34 years uninterrupted. They decided to double my house insurance because I no longer carry my auto policy with them. I have had a very good history with the company and only one claim for a hit and run parking lot drive-off, in which I provided the police with the tag number of the offender, in 34 years. I have never had a homeowner's claim on either of the four houses that I have owned in the past 34 years and insured with Grange. I honestly tried to have my newest car insurance with them, but Grange was double the cost of virtually every other company I had quote it.
Business Response:
****** ********* ******** ******* ****** ******** ****** ***** ********* ********** **** ****** **** ********* ** ********** ************ ******* ***** ****** **** ** ******** ********* ********* ******* *********** ******** ****** ******* ** ******* ***** ***** **** *** ***********
Thank you for allowing Trustgard lnsurance Company the opportunity to respond to *** ******'s inquiry.
We appreciate his business and thank him for his many years of being a loyal
The Multi-Policy Discount is one of many factors used to rate a homeowners policy. Our rates
Trustgard lnsurance Company's rates are filed with the ********* Department of Commerce
Should you have any additional questions, please feel free to contact me.
******** ***** ********** *******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Grange Insurance Claims personnel acted in bad faith in ignoring claims made in writing, making unconscionably low offers to pay for destruction of my vehicle by their insured party who acted grossly negligent in rearending my vehicle. Their non response is to specific documented claims, specific injury, specific lack of acting in good faith, documented compensation needed. Grange Insurance made false claims as to their research on the value of the destroyed vehicle, claiming it is worth half the value that it is priced in the market, as documented by dozens of comparable vehicles with same mileage and features and year and so on. They refuse to provide information about what cars they are using as comparables, only claiming some vague expert opinion about the value of the vehicle. No details provided. They repeatedly refuse to acknowledge specific claims, and refuse to show the result of research disproving the market value. They are acting in bad faith.
Desired Settlement: Pay the documented value of the vehicle, $9,000.00, compensate passenger for injuries, compensate injured parties for time lost due to the negligence of their insured, pay for the time expended researching and proving damages, acknowledge the bad faith of the claims staff, acknowledge having demanded we sign over the car to them without even having made an offer for compensation, demanding power of attorney-an unethical and illegal demand. Apologies and compensation in dollars, and compensation for legal fees for consultation before we have to file suit if Grange does not respond ethically,.
Grange Insurance has promptly responded to every claim presented by *** ***** in writing as requested. Grange Insurance provided the claimant with a very detailed market
Consumer Response:
**** *****
Our apologies. There appears to have been a problem as we uploaded our response on November 6th.
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: In March of 2014 I contacted my agent ***** ********* with ********* *** to drop coverage of vehicle(s10 truck) and add coverage of a new vehicle(DodgeRam truck). I signed the correct paper work and was emailed an insurance card. ( All emails I still have) I paid monthly installments on what I thought was the new Dodge Ram and my other vehicle. In September when our new 6 month term rolled over I was sent paper work and cards for the old s10 truck. After Grange beating around the bush and speaking with my agent, we were told that the agent made a mistake and did not check the correct box to drop the old vehicle and add the new. Since then we have received an unexpected bill and were told that was what we owe for the premium difference after they "adding the new vehicle" although that 6 month term was already over and we were into a new one. After seeking legal advice, we feel that had there been an accident in the Ram and if I had to file a claim, Grange would not have covered it considering we were paying for the s10 truck therefore I should not owe a bill when they have no proof it would have been covered. Since this occurred I have gotten new auto insurance due to Grange's terrible costumer service.
Desired Settlement: I feel the bill should be dismissed or the agent should be responsible for it since it was a mistake on their part.
Business Response:
******* ******* ****** ******** ****** ***** ********* ********** **** ****** **** ********* ** ********** *** ************ ******* ****** **** ** ******** ********* ********* ******* *********** ********
Thank you for allowing Trustgard lnsurance Company the opportunity to respond to *** ******'
*** ****** automobile policy, PA3 1095226 was effective on March 20, 2013 and was cancelled
Due to an entry error, the renewal term effective March 20,2014 did not reflect a change made
Should you have any additional questions, please feel free to contact me.
Personal Lines Compliance Analyst
When I spoke with my attorney, he pointed out that never will an insurance company insure a vehicle that is not being paid for. I was only paying for the s10. You claim it is your right to receive debt, but you have no proof showing that the Dodge Ram would have been covered during that 6 month term until after you back dated it. I have the email showing I e-signed the document to drop the s10 and that it was dropped effective 3/06/14. I have the policy sent to me saying the Dodge Ram was added and effective 3/7/14 ( which led me the believe that everything including my monthly payments I paid every month on or before its due date was correct and accurate). I do understand that our policy for that term ended on 3/20/14 and a new term was in effect from 3/20-9/20, but with the information I received at when adding the Dodge Ram on 3/07 I assumed everything was still correct and accurate. I have the policy premiums your company sent me ( the month of Sept) that only covers the s10 prior to your company "back dating" the Ram. I also have the email from the agent after he figured out what the issue was
stating he did not check the proper box and that your company claimed
we had coverage (even though we weren't paying for it). It is easy for you to say NOW that the Ram would have been covered had an incident occurred, but had an incident actually occurred during that 6 month term, before you back dated there is not one document showing you really would have covered, only your word which I do not feel is trustworthy after the run around I got with your company trying to get answers about this situation. I paid a monthly premium which I thought I was being charged appropriated for but now I am being charged for something that there is not proof I would have been about to use had I needed it at that time, which is very unfair.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I've filed a claim against a Grange insurance policy holder and Grange did not fully Investigate the claim and denied the claim within 5 business days WITHOUT a sending an adjuster out to investigate the damages. I will pursue this with the Department of Insurance and other entities. I've spoke with a supervisor for the adjuster who indicated she'd have a local person to come out to review the damages after the initial denial. Currently, no one has called or visited my home regarding damages. My representatives will pursue this and have this company fully investigated since the claim was not fully/adequately addressed. The correspondence that I received regarding the denial lacked facts or any provisions for the denial. How can BBB give this horrible company with the complaints that are on file! Consumers havea reason to be concerned with BBB ratings.
Desired Settlement: Pay for the damages to my property and provide provisons for previous denial. This will continued to be pursued until a fair resolution is made on my claim.
Business Response:
Thank you for allowing Grange Mutual Casualty Company the opportunity to respond to
Grange Mutual Casualty Company received noticed of this September 26 loss on October
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Grange Insurance company failed to notify the ** Department of Insurance that my SR2 coverage was not cancelled effective 7/21/2014. As a result my Driver's License was suspended effective 7/21/2014.
Desired Settlement: I would like for Grange to own up to their error. Apologize to me in writing for the inconvenience. ced. A complaint placed in the companies file. the company to set up a process to notify the states driving facility when SR22 coverages are invol
Business Response:
Thank you for allowing ********* ********* Company the opportunity to respond to *** *****'s
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: On July 15, my daughter was involved in an accident in which a gentleman pulled out in front of her and she t-boned his car. My daughter called Grange and was told that the driver was not covered and that they had no idea about the car. She asked if they could investigate further since he had given correct information to the ** Highway patrol officer. The representative said sarcastically, "What kind of investigation would you like me to do?" She then called our insurance company and they advised her to pursue by giving them the vin number. When she called back, she was told that the vehicle was covered but not the driver unless the driver was given permission. We received a call from a representative and she asked us to call her back which we attempted to do on July 17. I left a message and when I did not hear back, I called back several times and had to keep trying to get the operator. Finally I was put through to the representative and was told that they could not give me an answer unless they could confirm who was insured. She stated that the person involved in the wreck had not returned their calls. We called the gentleman and he said that he had called her and had left a message. We called her back and even told her that he would talk with her if she would call back. She argued with my wife and to our knowledge never called the man back. They told my wife that the wreck had only been a few days before and she needed to relax. Later I asked to be moved to a supervisor. He continued to maintain that they could not get in touch with the person but then he began to tell me that the person probably was not covered but they wanted me to let my insurance company deal with it and they would let us know what they found out. That was on July 18. Today, July 21 I spoke to the supervisor (by me calling him) and he told me that they would not pay for our car being stored by the end of the day. We are not able to move with one days notice. The only way I would have known was because of my calling them. We have talked to the person who was the driver 4 times and to the owner of the policy 2 times and they have stated that they have called and had to leave messages and the messages were not returned. We have now been 1 week without a car and have been making all of the calls. Finally, I had to get my insurance company to file the claim for me but that means that I am without a car for up to two weeks and will have to front a $500 deductible that I may or may not get back. Also, my daughter went to the doctor for a neck strain and has also been inconvenienced by the whole process.
Desired Settlement: I would like for my car to either be totaled or fixed. I would like a quick payment of the $500 deductible that I will have to pay. I would like for me and my wife to be given the cash equivalent to of two weeks of car rental and I would like my daughters medical expenses to be covered at 3 times the total cost to cover pain and suffering.
**** *******
***** ********* **********
**** ****** ***
********* ** **********
*** ******** **** ** *****
***** ******* ************
********* *** ********
**** ********* ***********
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Grange Insurance has entered incorrect and false information on the C.L.U.E. insurance reporting system owned by Lexis/Nexis which has caused undue increase in my automobile insurance costs and has damaged me monitarily and has also caused undue damage to my insurance claim history.
Desired Settlement: Correct the reporting errors to C.L.U.E. and take them off my record, or legal action may be needed to be taken.
*** ********* **********
****** ******* ** ***********
***** * ************
**** ** ***** ******
*** ********** ********
******** ******* *********
******* ******* ******* *********
**** *** ***********
Consumer Response:
Although Grange Insurance has resubmitted the information correcting the not at fault accident on 2 JAN 2014, and I appreciate their cooperation in this matter, the issue of the comprehensive claim on 26 JUN 2014 where our vehicles were vandalized is still erroneously being showing on Lexis/Nexis as an at fault accident and needs to be corrected.
Business Response:
****** ****** ********* ********** ******* ********** ********** *** ********* ********** ************************************ ****** ******* ***** ******* **** ** ***** *** ******** *** ********** ********* **** ************In response to your correspondence dated August 4,2014,l have reviewed your request for additional
information regarding the June 21,2014 loss and respond accordingly.
*** ********* reported that 3 of his vehicles were vandalized on Saturday, June 21". He was contacted
on Monday, June 23rd and it was confirmed that his 2011 Jeep Grand Cherokee, 2010 Jeep Grand
Cherokee and 2001 Jeep Grand Cherokee had been vandalized by an unknown party while parked at his
residence. An estimate was completed the same day on all three vehicles by a Grange lnsurance staff
appraiser and *** ********* was paid for the damages sustained.
With regard to the follow up complaint that was filed by *** *********, the damages to his vehicles
were handled under Comprehensive coverage, which are not at fault losses by nature. On July 22, 2014
*** ********* contacted or office indicating that this incident was showing as an at fault loss on his
C.L.U.E. report. Despite everything being coded correctly in our system, we faxed an auto claim
correction form to Lexis Nexus on July 23, 2014 in order to ensure *** *********'s loss history is
accurately reflected on the C.L.U.E. report. I have included a copy of the correction form and the fax
confirmation for vour review.
*** ********* is no longer a Grange lnsurance policy holder. It is our understanding that the inquiry
regarding the January 2, 2014 loss and June 21, 2014 losses are as a result of how his new carrier is
interpreting them and the effect on his premium. Should he or his new insurance carrier have any
question on these losses or any of his other claims, they can feel free to contact me direct.
If you have further questions or I can provide any additional information regarding this matter, please
contact me at ###-###-####, extension ###
**** ******
******* * ***** *** ****** ********* ** ******
I have reviewed the response made by the business in reference to complaint ID ###### and find that this resolution is satisfactory to me. Thank you for your responses.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: In late April I filed a claim for hail damage to my car. Immediately I was contacted about my claim. The company sent out a adjuster. I had prior damage to my car, that I was not claiming. I expressed to the Rep. that I had a appointment to fix the damage prior to the hail damage. When the Rep. called me back, she told me that they wanted to total my car for all the damage. I expressed to her that I would not accept that offer and I was planning to proceed with my plans to fix the damage that I caused before the hail damage. Weeks later, I let my Rep know that my car was fixed from the prior damage, and she could send out someone to look at my car. The Rep ask for a receipt for my repairs. I told her that I would show proof of my repairs. I do not think that the amount I paid for my repairs should be disclosed if I"m not claiming it. My claim is purely for hail damage only. Need less to say, I submitted to her a copy of my receipt from my body shop. And then the Rep tells me that it is insufficent because there is no amount of what I paid for my repairs. A few days later I took my car to the company that I purchased my insurance through, so they could take pictures of my car to prove that it was fixed. and now I have not heard anything back from them since that day. I do not understand why first of all why the amount of what I PAID FOR MY REPAIRS is a concern of theirs when I not trying to claim that..so they do not have to pay for that. Also I could have let them pay for the damages because my car was covered, but I choose to fix it my self with my own money. I do not understand why they are taking my through this much trouble. I also proved my repairs where completed when I took my car to the company that I purchased my insurance with for them to take pictures of it. I have never had so much trouble with my insurance company before. I usually have ***** **** ********* and they are great with customer service. I have never been treated like this before, as if I was a thief, trying to collect on something that I have no right to . I just want someone to wake me up from this nightmare please.
Desired Settlement: please send someone out to re-adjust my car or accept the pics of my car as proof that the prior damages have been completed. Also complete my claim for my hail damage please
**** *** ****
***** ********* **********
**** ****** ***
********* ** **********
*********** ****** ****
***** ******* ************
********* *** ********
**** ********* ***********
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: paid a bill and the insurance was all ready cancelled thin sent a cancellation 4 days later.
Desired Settlement: give me service
**** *** ***********
I have reviewed the response made by the business in reference to complaint ID #####, and find that this resolution is satisfactory to me.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I was rear-ended by one of Grange's clients in February 2012. Another car with another insurance company was also involved in the accident (he rear-ended the car that rear-ended me), and these two insurance companies disputed who was ultimately at fault. I was told that once that issue was settled, I would be contacted and my claim settled. I called several times over the next year and was told the same answer. The claim between the other two parties was not settled until November 2013. I was not informed of this, despite assurances that I would be. When I called on my own in the spring of 2014, I was told by Grange that the 2-year statute of limitations had passed and so I would receive nothing, even though all admitted I was not at fault.
Desired Settlement: I would like to be paid for the damages that I incurred due to the accident.
Business Response:
To Whom It May Concern,
The complainant contacted Grange Insurance on May 28, 2014 regarding his February 14, 2012 accident. This was the first contact we received from the complainant since February 17, 2012. Chapter 55, Section 5524 of the ************ Consolidated Statutes states there is a two year limitation for damages to property. Since that time has expired, the complainant no longer has the right to pursue anyone for the damages to his vehicle.
Thank you
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: I cancelled my insurance prior to contract expiration due to the fact that the price originally quoted increased. The cost of maintaining this policy was extremely high. The original information was provided through a third-party broker. The company billed me 3 month (march, April and May). The refund received as $120 short of the payments made. I requested a breakdown in charges over the telephone and the representative stated could not explain the difference. I tried to contact the State Corporation told me to contact them again to mediate, but no one has called me back.
Desired Settlement: Money back!!!
Business Response:
*** *******
****** ******** ******
***** ********* **********
**** ****** ****
********* ** **********
*** ************ ******** ******
**** ** ******** ****** ****** ******** *******
** ******* ********
****** ******* *** *******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Around 8:00PM, Friday, in December 2013 I discovered that my basement was flooded due to my sump pumps electrical switch burning out after days of continuous rain. Not knowing what to do I contacted Grange, my insurance provider, for guidance. Because it was after business hours my call was handled by a Call Center. The call center was able to provide me the name of a company who specializes in water damages.
Desired Settlement: Respectfully request that Grange Insurance remove any references that I had filed a claim for water damage due to sump pump failure. Admit that I DID NOT have a sump pump/water back-up rider on my homeowners policy and therefore it would be impossible for me to file a claim on said policy. Change corporate policy that recognizes a call to an after business hours call center as a claim.
****** *********
*** ***** **** ******
**** *** ****
********* **** **********
*** *******
****** ******** ******
***** ********* **********
**** ****** ****
********* ** *** *******
*** ************ ***** ********
**** **
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: This insurance company is continuing to bill me for services that have been cancelled back in June of 2013. This company has charged me $486.00 that I paid for what was told to me as insurance coverage that was never paid. The policy was cancelled 6/2013 as well as renter's insurance policy in 6/2013. I asked for a itemized detail of why I owe for auto insurance. My daughter paid Grange insurance directly from her bank account up until it was cancelled. Yet, the insurance company sent me a bill several months later. Then, I recently received another bill from this company stating i still owe $166.00. When I called I was told the new bill is for renter's insurance. All policies were cancelled in June 2013 as I sought and gained insurance through State Farm and began making payments without the assistance of my daughter. I believe this company is charging me for fees not genuinely owed. I am complaining to all entities interested for intervention.As of 4/21/2014 despite me reiterating that policies had been cancelled, Grange still has a current balance of $25.00 for renter's insurance listed on my account summary with them. I do not have an account with Grange and this has been verified with my insurance agent Fayin Insurance.
Desired Settlement: I want my $486.00 refunded immediately. I want Grange to make certain it is noted that I cancelled all policies with them in June 2013. I want Grange to note I do not owe the 166.00 that has been indicated as renter's insurance in the most recently received bill. This company is taking advantage of customers as this is the primary reason I no longer wanted to do business with them.
Business Response: Grange has not received a signed cancellation request to cancel *** ***** policies. In order to cancel *** ***** policies back to June 2013 per insured's request we would need a signed and dated cancellation request along with proof of coverage from the new carrier. The insured can fax the signed and dated cancellation request along with proof of coverage from the new carrier to ###-###-#### or she can contact her agent, ***** ********* ****** *** at ###-###-####.
Billing/Collection Issues
Read Complaint Details
Additional Notes
Complaint: I held insurance with this company and when I had financial issues at the end of February and could only pay a partial of my bill they could not help me at all and told me I had to pay the full ammount or they would cut me off. The billing manager was very rude and would not let me speak to the person over her and hung up the phone on me. I have reccommended numerous friends and family members to this company, but after this experience I will be having them cancel their accounts. I never dealt with a business so rude in my life. I have paid all my payments on time and when I need help and for them to work with me they cancel me. I owed them $240 and was willing to pay $150 and the rest I would pay in 2 weeks and be all caught up in time to pay my next bill for May on time. In the past when I have had trouble I could always call my phone carrier, car insurance, uilities, or whomever and they were always willing to work with their customers. The lady ****** who was in charge of the billing dept. pretty much said she did not care about losing customers when I had told her how many people I had refered to this company. I also expressed how much I liked the company and wanted to stay and she did not care, and would not work with me at all. I feel that the most important part of any company is the customers because they make you who you are and you should want 100% customer satisfaction. Grange was very rude to me starting from customer service reps. to the supervisor of customer service named *****, to the manager of billing whos name was ****** who gave me the worst time. I kept asking her to transfer me to the person ahead of her and she said he would not want to talk to me and eventually she hung up the phone on me while I was talking. ****** is very rude and not someone who should be working in an job that includes customer satisfaction because that clearly is not one of her priorities or goals and she should not be driving customers away if they are willing to pay for than half of their bill.
Desired Settlement: I would like for Grange to call me and apologize for their lack of picking better employees. I would like to talk to the person who is in charge of the Grange business, not these so called supervisers and managers who do not care about their customers. I would like for them to also work with me on my billing issues because if they do not I will be having my friends and family who I refered to grange cancel their current policys and go elsewhere. I also think that grange needs to do a better job when It comes to hiring employees and they should have to take a customer service class or workshop something needs to be done. Everyone I spoke to was very rude to me and made it see like they did not care about losing customers or customer satisfaction.
Business Response:
****** *********
** *** ****
********* **** **********
**** *** *** ** ************
***** *** ****
****** ******** ******
***** ********* **********
*** ************ *** ** *******
**** ** ******* ********* ********* *******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: my wifes car slide into our house, there was damage to both the house and car. The car insurance stated that under my policy both would be taken care of. After the insurance Adjuster left my house from inspecting the damage he wrote up an unfair estimate. After much deliberation and including me asking them for a mediator to come in and reconcile the dispute, they denied me claiming that this is a third party case. I have reviewed my policy over and over, there is no place that even states a third party. Not only that, but we are the primary policy holder so to even say that this is a third party issue is ridiculous. They have deducted depreciation from just about everything in my house to carpet, windows, studs in the wall etc. the depreciation value was over $1000.00 dollars on top of my $500 dollar deductible I had on my vehicle. I have called them numerous times to try and meet a resolution but they told me to deal with the outcome because it is state law. They stated that in order for me to get what has been destroyed they would have to find 5 year old windows and carpet to put in my house. This dose not make any sense to me. My house will not be repaired to what it once was because of the depreciation value the have placed on my home. The siding they replaced is way darker than the rest of the house also, and that is more than likely from fading over time.
Desired Settlement: I would like to be refunded for the amount they have depreciated from my belongings since they denied me a mediator to resolve this issue. I would also like for them to replace the rest of the siding on my house to match what they put on. I appreciate your help in this matter.
Business Response:
This letter is in response to your inquiry dated 3/10/14. . *** ******** is upset that depreciation was applied to the property damage settlement for the damage to his home, and he would also like Grange to pay for new siding on the three sides of his house that were not damaged in this loss.
*** ******** has an auto policy with Grange Mutual Casualty Company. He has his homeowner's insurance with another carrier. **** ******** drove their insured vehicle into their residence causing $9,083.21 damage to the residence.
*** ********s's home was inspected by a Grange property adjuster on two occasions, and an agreed price has been reached with the contractor. The Grange property adjuster applied depreciation to his estimate based on the age and condition of the materials that were damaged. The total amount of the depreciation taken was $1,002.82.
*** ******** is also requesting Grange replace the siding on his entire house. The Grange adjuster determined that only one side of the house was damaged in the accident and agreed to replace that area. The siding is a common color; therefore, there should not be an issue with the color match.
Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-####.
**** *****
******** ** *** ******
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: This company is unwilling to help with what I need, even though I pay for this service every month. Thier rental car policy is not helpful. I was in a car accident on Monday March 3rd 2014. I was glad that I was able to walk away from the accident. I called Grange to file a claim. I told my Agent that I would need a rental car so that I can get to work. He told me that is fine, that I can get the rental for 3 days. I expressed to him that I was under heavy narcotics and that I will pick up the vehical when I could. I expressed to him my concerns that I would not be able to find a replacement car in three days. His response to Me was "well ma'ma there is nothing that I can do about that it is in your policy." I spoke with his supervisor and again expressed that I was living with a coworker because I was unable to get to work and I needed the car for a little longer. Again neither agent cared all they talked about was keeping cost down and having competive rates so in order to do that they only give me three days. The supervisor made me feel like I mean nothing to them. I understand that they are a business but what is the difference between my car being a total loss and they pay off the balance while giving me a rental car for a few more days; and my car being repairable and them renting me a car for up to 900/occurance?
Desired Settlement: I just would like them to rent me a car for what they sold me 30/day 900/occurance. And I would just like someone to actually care about the people and not just the money. If you treat your customers right they will not care about the cost of the product because you make them feel worth it.
Business Response:
**** ********* ***********
Please allow this letter to serve as a response to complaint number #####. Our insured's **** ****** ***** was deemed a total loss due the accident occurring on March 3rd, 2014. An offer was presented to our insured later that day and her rental was extended to March 6th, 2014. Our insured's policy allows for a rental vehicle to be covered for a period of 72 hours after we make an offer to settle the loss if a covered vehicle is deemed by us to be a total loss.
The policy states:
Rental Reimbursement/Transportation Expenses
When there is a loss to one of your covered autos described on the Declarations Page:
a. We will reimburse you for expenses you incur to rent a substitute auto. This coverage applies only if:
(2) The loss is caused by collision, or is covered under Part D -- Coverage for Damage to Your Auto of this policy.
c. Our payment under paragraph 2.a. and 2.b. of this Rental Reimbursement/Transportation Expenses will be limited to the earliest of the following:
(5) 72 hours after we make an offer to settle the loss if your covered auto is deemed by us to be a total loss.
We have advised our insured of the rental policy on multiple occasions. Grange has also offered a rental to our insured past March 6th, 2014 at a discounted rate. If you have any other questions or concerns please contact me at ###-###-####.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: MY VEHICLE WAS INVOLVED IN AND ACCIDENT WITH A GRANGE CLIENT ON 12/24/2013 AND AS OF MARCH 2014 THEY HAVE STILL NOT SETTLED WITH ME. I HAD TO GET MY OWN INSURANCE COMPANY TO PAY FOR ALL DAMAGES TO MY VEHICLE AND THIS CAUSED THEM TO CANCEL MY ISURANCE POLICY WITH THEM. THERE WAS ALSO A FENCE DAMAGED AT THE PROPERTY AND GRANGE HAS REFUSED TO REPAIR THE DAMAGES. THEY ALSO DID NOT PAY FOR ANY RENTAL CAR TO BE USED WHILE THE DAMAGED ONE WAS IN THE SHOP OR WAITING TO BE REPAIRED. THE PROPERTY WHERE THE DAMAGE OCCURED IS LOCATED NEAR A BUSY STREET THERE ARE SMALL CHILDREN AND A DOG ON THE PROPERTY THAT ARE AT RISK OF BEING HIT BY CARS DUE TO THE DAMAGE. GRANGE HAS BEEN DIFFICULT TO WORK WITH AND JUST SEEM TO NOT WANT TO HANDLE THE ISSUE THAT THEIR CLIENT CAUSED. THE DAMAGES TO ALL INVOLVED SHOULD HAVE BEEN HANDLED SOON AFTER THE INSIDENT OCCURED. IT HAS NOW BEEN THREE MONTHS AND IT IS STILL NOT REPAIRED.
Desired Settlement: REPAIR ALL DAMAGE THAT OCCURED BY THEIR CLIENT TO INCLUDE THE FENCING, VEHICLE REPAIRS AND ADDITIONAL FOR TIME AND MONEY THAT IS HAS COST MY COMPANY AND EMPLOYEES THAT HAVE HAD TO DO WITHOUT A VEHICLE TO GET TO WORK AND HOME FOR THREE MONTHS SINCE THEY DID NOT PAY FOR A RENTAL EITHER.
Please allow this letter to serve as a response to complaint number *******. This claim involves an unlisted driver using our insured's vehicle on December 25th, 2013. Upon receiving the South Carolina police report on February 27th, 2014, it was discovered that the driver of our insured's vehicle does not have a valid driver's license. This excludes coverage in our insured's policy which states the following:
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: My car was hit on 1/28/2014 by a driver with a suspended license who tried to flee the screen and after hitting my car 2 separate times and totaling my sons car I filed a claim with my insurance company of over 10 years. All damage was approved and covered however my windshield was cracked in the process and they are denying the claim to fix it. First off I am insulted because they are basically stating I am lying. I have video of the accident which shows my neighbors car which was hit being pushed into both of my cars and then hit re-hitting my neighbors car which in turn hit my car again. The force was so strong that it shattered the neighbors rear 2 windows completely and the insurance company is stating due to I did not have front end damaged it could not have broke. But it DID. It was -15 degrees not including windshield that day and the estimator who came out never even bothered to get out of his car to review my car. He did a rough estimate while sitting in his warm car since it was so cold. I have spoke to 2 separate companies here local who deal just in windshield and glass and stated that just from the force and pressure it could easily crack the windshield as it has. The insurance company is stating we added a feature to the car and that the piece connected to the windshield broke it. I have a copy of my purchase agreement showing what the car came with, I have a copy of a previous shop agreement where other repairs were made over 2 years ago showing the specs and nothing has been added to the car and no remarks of any windshield damage. I was informed by the adjuster himself that when he went out to review the supplement he could find not rock or prior chip damage but they can still not relate it to the accident. I have not only been victimized by an unlicensed driver now my insurance company is trying to do the same thing. I believe it is illegal to drive with a broken windshield much less the safety issues that my 3 sons wide in this car.
Desired Settlement: I want the windshield included in the current claim and replaced for safety reasons
This claim was reported to our company on January 28, 2014, with the loss details as an
Consumer Response:
I informed the *** ****t the day he came out regarding th windshield being cracked. So it ws a known issue from day 1. In speaking to the shop regarding my repairs that is when they stated that Grange was denying the claim for the replacement and I then called *** ***** too find out what was going on. there was no prior damage to the windshield prior to the accident. And we have added no aftermarket parts or anything to the car. We have our original purchase agreement from where we bought the car, showing what extras the car had. We also have the copy of the repairs made over 2 years ago and no damage to the windshield at that time. I understand that Grange can not 100% percent state it was caused by the accident but I can 100% advise it was. I would not drive my family in a car that had a broken windshield for safety matters to begin with not to include I believe it is illegal in **** to do so anyways. I have been with Grange for over 10+ years and my agent is wonderful ***** ****** and I even spoke to him on 2/14 to express my dissatisfaction with this. He offered to pay up to a certain amount to have it replaced and not lose me as a valuable customer. I informed him no. He should not have to pay out of pocket ANY costs that should be covered under my coverage. Let me remind you again that it was -15 degrees that day. My neighbors hugh ******** is what slammed into both of my cars and was re hit again when the suspect tried to flee. He was going an estimated 60 MPH running from a domestic dispute down the street. The inpact was so severe it also broke out the ******** windows which I have video as well to prove. How can you possibly deny that with an inpact that severe the pressure would not cause the windshield to crack? Your response is unacceptable and if this is not resolved to my satisfaction I will be cancelling ALL of my policies with Grange as well taking further action. I understand to a point you semi reasoning. How is it that my logical resoning is being overlooked??
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: We have been workign with Grange Insurance since 01/14/2014 regarding a client they represent, ***** ****** Appliance, regarding water damage. We have been assigned ***** **** who has not returned any phone calls regarding this claim. The only way we can get in touch with her is if we constantly call her and get her without the call going into voicemail. Grange Insurance is stating that their client is not at fault for water damaged caused by his repair of our refridgerator. The water was not leaking from the water line prior to their client coming out. The water started leaking after he left. I called the client on the evening of 01/15/2014 and left a message about the water leak. He came out the next day and offered to put in a claim with his insurance, Grange Insurance. An adjuster came out on 1/21/2014, took measurement and pictures of the complete first floor. He wasn't able to move our fridge because the wood floors had already started to buckle. After he came out, we never heard anything back from Grange Insurance. I had to call the adjuster who kindly gave me ***** ****'s information. I contacted her on 1/24/2014 inquiring about the claim. She put fault on the insured for not returning her calls. She stated she would call us back when she talked to him. Again, we never heard back from her. We continued to call her for a response. On 1/31/2014 she finally told us that her client was not at fault. We asked her quite a few questions and brought up some valid points so she was going to call her client back and also get with her manager. It is 2/5/2014 and we still have not heard back from her. Our complaint is two fold, the service we have received as well as the insurance company trying to get out of a claim that was undeniably caused by their client.
Desired Settlement: We would like the damage done by their client to be covered. We have received estimated for just the floor repair. The cost to us will be above just the repair, but also a hotel (we will need to be out of the house when they stain the floor which is a 2-3 day process), boarding for our dogs, who won't be welcomed in a hotel room and any other incidentials (dining out, repair of the fridge, etc).
Business Response: This will acknowledge receipt of your letter received February 10, 2014 regarding the aforementioned matter. Thank you for bringing this issue to our attention. The loss was received in our office on January 16, 2014. As the complaint indicates, we were not able to get in contact with our insured immediately, although attempts were made. Once we were able to speak with our insured on January 29,2014, we promptly notified the complainant of our investigation status and the issues outstanding, one of which was the cause of the damages. We also had a staff appraised assigned to the loss to inspect the damages. On February 5,2014 we advised the complainant that Grange would be taking care of the damages related to this incident and we are currently working with the complainant to pin down total costs/damages relate to this loss, including lodging costs while the repairs are being done. We expect to have the matter resolved this week. If you have any questions, please contact me at your earliest convenience.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: On the 20th Hannia Abed hit my car in a parking lot. It has body damage and is not driving right. Her insurance company is Grange. I called my insurance company (Progressive) that night. Since then they have called Grange every day and not once has anyone called them back. I ended up in the emergency room four days later because the pain became too much to bear. Six days later I got in touch with a receptionist that was rude and completely unhelpful. After threatening to sue them I finally got a call back from an adjuster SIX days later. She informed me that her client is now out of the country until the 29th and that they won't do anything until then. She told me that her client had a different story, but then changed it to she can't get in touch with her. It is now eight days later and nothing has been done. I have been without a car for over a week. I could not see family for Christmas and missed my 20 year day after Christmas tradition with my kids! I have Lupus and can not get to my doctor appointments and infusions!
Desired Settlement: I need a rental car immediately, our car fixed / replaced and my medical bills paid.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Around July 30th 2013, *** was putting down sealer on *** *** **** *** Later that day it rained, causeing the sealer to mix with the rain water and stick to the auto's driving over it! My wife came home that evening and drove though it, not knowing it was sealer and rain water. Next morning she got ready to leave for work and we noticed it on are new auto! Which was only 5 weeks old. Someone called us and told us of the issues, said *** was setting up car wash down the road to remove sealer from autos using a chemical!!!
Desired Settlement: Do to the issues remaining would like to trade it for a new auto and them take care of the different. Or give use something for loss of value.But really what to get rid of auto, because we are not sure of evertything being repaired correctly long term.
Consumer Response:
They still didn't have and answer to the loss of Value on our auto!
On the check's issued to us, we didn't ask for them. But I understand that is the way it works. We haven't cashed them! We did write a check to the body shop for $200.00 and something dollars several weeks back to get our auto back.
Also concerning the Rental car, after the 08/29/13 date ********** ****** called me saying they were going to charge my credit card for one day rental! I said why and the agent said no one paid for one of the days. I called ***** at Grange and she said would take care of it! She didn't!
********** wrote it off!
Ok on the diminished value, no one here has said anything about this to us! But the painting of the auto if done will lower the value of our auto, know fact if taken to dealer to trade in!!!
So what do we need to submit to your company to show this?
On the problems still unresolved, yes the body shop is at fault!!! But I was letting you all know they didn't replace parts that your company paid for, I have pictures of the parts before and after! And we will probably find other parts and issues they coved up!
And bringing up about the other auto involved and how they turned out, you approved the repaired to our auto.
So if you would let me know, what you need to for the diminished value claim.
Thanks for your reply back!
Business Response:
*** ****,
Your most recent update indicates you are asking Grange what is needed to prove your claim for loss of value to your vehicle if you have it repainted. What we would need to see if something from a qualified person/entity to indicate the reason for loss of value and what that loss would amount to. It is your responsibility to prove the loss that you are alleging. We will review whatever you send keeping in mind there was no impact to your vehicle and that all damages were cosmetic. As such, we reserve the right to accept or deny any documentation depending on its validity and application to this claim.
*** ***** ***** **** ****
###-###-#### x-###
Business Response:
This is sent in reponse to *** ***** attachement of a Kelley Blue Book assessment for a 2013 ****** ** *********. It shows Trade-In Value for vehicles that are in Excellent, VEry Good Good, & Fair condition. It also show this vehicle with 4,000 miles on it. It does not show that painting a vehicle would put in the "Fair" class. Instead, I think we can argue that if the vehicle is repainted by the ****** dealership (which is what Grange Insurance paid for), the vehicle would be in "Excellent" condition since it has brand new paint, not used paint. Dealerships regularly repaint and touch up used cars for resale and list them in "Excellent" condition. In summary, out position is if the vehicle were to be repainted, it could increase the value, not decrease it to the point of being a "Fair" condition vehicle, especially since it is a ****** dealership doing the work. Again, we believe *** ***** issue is with the dealership that did the repairs. All damages that were documented were cosmetic and paid for by Grange including rental charges while the vehicle was in the shop. Please let me know if you have any further questions.
###-###-#### x-###
Consumer Response:
Value Of Auto not correct
When you go to dealers or online and request the value of your auto one of the questions is, has it been painted. So I am working on getting documentation to show the loss of value.
Consumer Response:
Auto Loss of Value
Good am.? Have a question, how long are the checks we have good for? Also letting you know we have talked to a lawyer! And also have a interview with a local TV Station!
Business Response:
The checks from Grange Insurance are good for one year.
*** ***** ***** **** ****
###-###-#### x-###
Consumer Response:
OK, on the checks! Trying to get diminished value report.
Consumer Response:
Good morning? Well no I haven't ! I contacted several companies that do diminished value appraises, they said had to have our auto painted first!
So I guess we are (word rejected), because I don't want to paint it!!! Due to then I know it will lose value and not knowing we will receive any money for losing value! And has you saw the Kelly Blue Book showing it losing value!!!
This whole deal is unreal!
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: I live in a high rise building. The owner in the unit above me, ** ***** had a leak from their ice maker that flooded my apartment. ** ***** is insured with Grange Insurance. Grange Insurance refused to cover the damage to my apartment because "*** ***** did not have prior knowledge that the line supplying water to his ice maker was faulty and therefore has no liability." This is the most ridiculous excuse I can imagine. People buy insurance to protect them from thing that they don't know in advance are going to happen.Luckily, my insurance company (Allstate) paid my claim, but I am still out the $500 deductible because Grange denies liability.They have left me no choice but to absorb the loss or sue *** ***** for damages.
Desired Settlement: Grange should reimburse me for the $500 deductible because they are clearly liable for the loss.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: This letter is being sent to you with hope you can be of assistance to **** ****** regarding his insurance with Grange Mutual Casualty Company. Because he is having some health issues at this time; and as a close friend and also with Durable Power of Attorney to take care of his business affairs, I am acting in his behalf. While **** was visiting in my home this past Christmas with me, he developed pneumonia and was hospitalized for a week. His recuperation was very slow in coming; and because his primary doctor didn't want him to live alone, he is staying with me for the time being. As a result, his home was vacant; and he did not see the damage done by the winter winds until we made a trip there this summer. Even though we had been to his home several times this summer, it was when we were sitting outdoors visiting with his son, we saw the spouting on the north side of the house was in very poor condition. It was confirmed the damage had been done due to weather conditions over the winter months. I contacted Grange Mutual, and ***** *******, a field representative, went to view the damage done to the house. While he was there, he took pictures of the house and the barn which is to be razed as soon as arrangements can be made. Because he felt it not necessary to talk to **** about these conditions, a grim picture was painted for Grange, and ****' s farm insurance has been canceled. The reason Grange gave for cancelling this policy is "Vacant Dwelling. " Because of ****'s illness, it was vacant during the winter months; but ****'s son is now occupying the home and has been since the first of June. After talking with an employee of ****** Insurance Agency in Akron, I was told Grange Insurance will not consider reversing the cancellation of this insurance policy. **** and I have been friends for 31 years; and to my knowledge, he has always had farm insurance with Grange and has paid them thousands of dollars. Without notice, this policy has been canceled. It is my opinion, a Grange Mutual agent should have contacted **** and given him the opportunity to make the repairs needed in order for them to continue carrying ****'s farm insurance. However, they chose to close the account without warning and was not given this option. Our fear is as a result to have an insurance policy canceled will make it difficult for him to get insurance with another company. This is my reason for giving you this information. Do you have any suggestions, or are you in the position to discuss this matter with Grange Mutual Casualty Company and have their decision to reverse the cancellation of this policy which is to expire October 3, 2013-Policy No. ** *******. We will appreciate a response whatever it might be.
Desired Settlement: discuss this matter with Grange Mutual Casualty Company and have their decision to reverse the cancellation of this policy which is to expire October 3, 2013-Policy No. ** *******
Business Response: Thank you for allowing Grange Insurance the opportunity to respond to Ms. ******'s (POA for **** ******) inquiry. Due to the change in exposure which increases the hazard-Vacant dwelling, the risk is ineligible and will remain cancelled. The Farm program requires the owner occupy the dwelling in order to be eligible for this program. The insured was given 36 days to place coverage elsewhere.
Thank you for the above letter you sent to me, and my apology for not getting
Business Response: Dear ********** Thank you for allowing Grange Insurance the opportunity to respond. Due to the change in exposure which increases the hazard-Vacant dwelling, the risk is ineligible and will remain cancelled. The Farm program requires the owner occupy the dwelling in order to be eligible for this program. The insured was given 36 days to place coverage elsewhere.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: August 18 , 2013 I was involved in a car accident with a driver that has Grange insurance. Two months later and they have done nothing but give me the run a round. They compared my vehicle to similar vehicles that are not in my area and offered way below market value. They wanted me to sign my title and send it to them before they would make an offer on my vehicle. Now two months later and they only ask for more once a week. I might add the other vehicle involved admitted it was totally his fault. I read **** ****** report on grange Insurance and find this is a common practice for this company. Two months with out a vehicle and no help from them period.
Desired Settlement: I want my truck replaced as your adjuster has informed you it is a total loss.
I am wrltlng in response to your Inquiry dated 10/17/2013. *** ******** is upset with the value of his total
Contrary to *** *****'s explanation On aug. 27 I got a letter from Grange wanting me to sign the title to my truck and have the signature notarized and send the title with the keys to them. NO MONEY VALUE was mentioned. The letter states that they will pay fair market value. I didn't receive what they called market value until Oct. 2nd. Since then its been nothing but the same old tired thing. Send me proof, send me proof. They want to send anything I send them to the same company that has undervalued my truck. I also noticed *** ***** failed to mention the truck has had a newer engine and transmission put in the truck. Well time will tell what his next lame excuse will be.
Business Response:
I am writing in response to your inquiry dated 11/7/13. *** ******** was sent total loss paperwork on 8/22 when we contacted him and determined his vehicle was likely a total loss. The letter stated we were sending this paperwork in advance to expedite the handling of his claim. It took *** ********'s attorney until 9/26/13 to get us the documentation that was needed to add the refurbishments to our evaluation. We submitted all the receipts for the work he had done to his truck to CCC for further consideration, and an increased offer was made based on our new evaluation.
Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-####, or my email address which is *******
Lets get one thing correct. *** *****'s company has made but one offer period. That was on 10/02/13 at 4:25 pm. The company they employ undervalued my vehicle. They ran a car fax on my vehicle but did not do this to the other three they submitted in their evaluation. Car one has an invalid vin number so I have no way of checking that vehicle out. Vehicle number two has 72 records against it. Vehicle number three has 9 records against it. This company has many complaints against it for under valuing total loss vehicles. Not only with Grange insurance but a host of other insurers. If Grange wishes to submit a reasonable offer I will consider same. But Not from CCC One. There are comparable vehicles listed weekly that more reflect the actual value of vehicles in my area.
I will not now, nor will I ever allow CCC One to consider anything that is of value for me. They have proven they undervalue everything to make money. If *** ***** wishes to settle this matter then I will accept three thousand two hundred fifty dollars for the truck, ten days loss of use of the truck and retain title to the truck. There seems to be a few items left off the evaluation of the truck itself. It had an am, fm, cd player and not just an am, fm sterio as stated in the evaluation they sent me. Also it had a factory ford bed liner. Both items are factory installed items and not add ons. It also did not have prior damage to the passenger side of the truck. Also I will not let up on sending out complaints to the attorneys generals office against CCC One and what I feel is an illegal practice.
Business Response:
I am writing in response to your inquiry dated 11/8/13. *** ******** advised us on 8/27 that he had maintenance receipts he wanted to include in our evaluation. It took over a month for *** ********'s attorney to get us the information we needed to submit these receipts for consideration. An offer in the amount of $2255.14 has been made to settle this claim. Grange will also waive the salvage value and allow *** ******** to retain his salvage at no cost. The process for *** ******** to follow at this point is to submit some comparable vehicles that support an increase in the value that we have. To date, *** ******** has not submitted any documentation to support a higher value. His last reply indicates he is seeing comparable vehicles weekly that reflect a higher value so we simply ask that he send those to us so we can submit those to CCC for additional consideration. Unfortunately, we will not be using an alternate process to evaluate his vehicle outside of our normal CCC process.
Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-####.
I am not going to send anything for them to submit to CCC One for valuation purposes. This company Undervalues total loss vehicles on a daily basis. My complaint will stand. *** ***** will see the reports when they come to ******* *** ** and after a Judge sees them first. Thank you for letting me know this so that I can file suit first thing in the morning.
Problems with Product/Service
Read Complaint Details
Additional Notes
Complaint: Sorry to have to do this but feel no other choice is available. I have moved for personal reasons, and also changed my banking information. I deal with Grange Insurance on ****** ****** ** ******* **** ****** At first I had an agent named ****** which I was informed left the company, I apoligize as I think her last name was *****.
Desired Settlement: Want my agent *** ******* to draft from my new account, and call me to resolve this matter. I want ****** terminated for the way I was treated. I also want an apology from *******
Business Response:
Thank you for allowing Grange the opportunity to respond to *** ***** inquiry.
I have reviewed the file and contacted the agent, *** ********, to discuss the inquiry.
The agent has made several attempts to call *** **** to obtain her new banking
information. His calls have not been answered nor have they been returned by Ms. Lee.
The agent has since sent a letter to *** **** with the appropriate forms to be
completed to revise her banking information.
***** ******
Customer Review(s)
Customer Reviews Summary
Submit a Customer Review | See Trends in Customer Reviews on The Grange Mutual Casualty Group of Insurance Companies
Fusion Chart
Fusion Chart